Senior Customer Success Manager

Rapid7•Boston, MA

About The Position

As a Rapid 7 Senior Customer Success Manager (CSM), you will act as a trusted advisor for our customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment. The Senior CSM's mission is to create customer advocates in our technical environment. You will play a crucial role in building and maintaining strong relationships with CISOs and other technology users, understanding customers’ unique cyber security goals, creating Success Plans, and providing customers with the necessary support and guidance to meet their goals and help secure renewals. In this role, you will be responsible for: Relationship Management: Develop and maintain strong, long-lasting relationships with key stakeholders, including technical teams, project managers, and C-level executives. Orchestrate key touchpoints with customers from weekly status meetings to Executive Business Reviews. Act as the primary point of contact for customers, addressing inquiries, resolving issues, and proactively identifying opportunities for improvement. Product Expertise: Demonstrate a deep understanding of the value-drivers of our products and the ability to help customers navigate and optimize their usage. Provide advice and educational materials to help customers understand and utilize the features and functionalities of the products. Domain Expertise: Stay up-to-date with the latest trends, like-technologies and happenings across cyber security. Be viewed as a trusted advisor with customers. Be the go-to partner for your set of assigned customers. Customer Advocacy: Advocate for customer needs and feedback within the organization to drive product enhancements and improvements. Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a unified approach in delivering customer success. Risk Mitigation: Identify potential risks and challenges in customer relationships and work proactively to address them before they escalate. Monitor customer usage patterns and engagement to identify accounts that may be at risk of churn. Performance Metrics: Establish and track key performance indicators (KPIs) related to customer success, including customer satisfaction scores, product usage/health, retention rates, and upsell opportunities.

Requirements

5-6+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company – ideally cyber security – where you developed strategies and plans on assigned accounts to fully leverage technology solutions.
Excellent written and verbal skills
Excellent interpersonal and communication skills
Prior technology deployment and configuration experience
Experience with security frameworks and concepts
Excellent project management and prioritization abilities
Mastery of technical concepts and experience advising customers on how to best use and adopt the platform for faster Return on Investment (ROI)
Problem-solving mentality with the ability to navigate complex situations

Nice To Haves

Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc.is a plus

Responsibilities

Develop and maintain strong, long-lasting relationships with key stakeholders, including technical teams, project managers, and C-level executives.
Orchestrate key touchpoints with customers from weekly status meetings to Executive Business Reviews
Act as the primary point of contact for customers, addressing inquiries, resolving issues, and proactively identifying opportunities for improvement.
Demonstrate a deep understanding of the value-drivers of our products and the ability to help customers navigate and optimize their usage
Provide advice and educational materials to help customers understand and utilize the features and functionalities of the products.
Stay up-to-date with the latest trends, like-technologies and happenings across cyber security
Be viewed as a trusted advisor with customers. Be the go-to partner for your set of assigned customers.
Advocate for customer needs and feedback within the organization to drive product enhancements and improvements.
Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a unified approach in delivering customer success.
Identify potential risks and challenges in customer relationships and work proactively to address them before they escalate.
Monitor customer usage patterns and engagement to identify accounts that may be at risk of churn.
Establish and track key performance indicators (KPIs) related to customer success, including customer satisfaction scores, product usage/health, retention rates, and upsell opportunities.