Senior Customer Success Advisor

Rapid7•Boston, MA

About The Position

As a Senior Customer Success Manager (CSM) at Rapid7, you will act as a trusted advisor to our customers, leveraging your cybersecurity expertise and deep knowledge of Rapid7 products to help them maximize the value of their investment. You will play a critical role in driving customer outcomes, strengthening relationships, and ensuring long-term success and retention. About the Team The Customer Success team is responsible for driving overall customer satisfaction, retention, and advocacy. Our mission is to create customer champions within highly technical environments by building strong relationships with CISOs, security leaders, and technical users. We partner closely with customers to understand their unique cybersecurity goals, develop tailored Success Plans, and provide the guidance needed to achieve those goals—ultimately ensuring long-term value realization and successful renewals. About the Role As a Senior Customer Success Manager, you will own and manage relationships across a portfolio of customers, guiding them through their lifecycle with Rapid7. You will serve as the primary point of contact, aligning customer objectives with Rapid7’s solutions while proactively identifying opportunities to improve outcomes, mitigate risk, and drive adoption.

Requirements

5–6+ years of experience in Customer Success, Account Management, or Consulting, ideally within a SaaS or high-tech environment (cybersecurity preferred).
Strong experience developing and executing customer strategies and success plans.
Excellent written and verbal communication skills.
Strong interpersonal skills with the ability to build trust across technical and executive audiences.
Experience with technology deployment and configuration.
Familiarity with security frameworks and cybersecurity concepts.
Strong project management and prioritization capabilities.
Ability to clearly explain technical concepts and guide customers toward achieving ROI from the platform.
Strong problem-solving skills and the ability to navigate complex customer situations.

Nice To Haves

Relevant industry certifications (e.g., A+, Network+, Security+, Cloud+, CCSP) are a plus.
Familiarity with customer success tools and platforms is an advantage.

Responsibilities

Relationship Management Build and maintain strong, long-term relationships with stakeholders across all levels, including technical teams, project managers, and C-level executives.
Orchestrate key customer touchpoints, from weekly status meetings to Executive Business Reviews (EBRs).
Serve as the primary point of contact, addressing questions, resolving issues, and proactively identifying opportunities for improvement.
Product Expertise Develop a deep understanding of Rapid7’s products and their key value drivers.
Guide customers in optimizing product usage to achieve their security and business objectives.
Provide education and resources to help customers fully leverage platform capabilities.
Domain Expertise Stay current on cybersecurity trends, technologies, and best practices.
Act as a trusted advisor, helping customers navigate evolving security challenges.
Customer Advocacy Advocate for customer needs internally, helping to influence product enhancements and improvements.
Partner cross-functionally with Sales, Product, Marketing, and Support teams to deliver a seamless customer experience.
Risk Mitigation Identify and proactively address risks within customer accounts to prevent churn.
Monitor customer engagement, usage, and health metrics to flag at-risk accounts early.
Performance Metrics Define and track KPIs related to customer success, including satisfaction, product adoption, retention, and growth opportunities.
Use data-driven insights to guide strategy and improve customer outcomes.