Manager, Customer Success

Manager, Customer Success
As a Manager, Customer Success, you will lead a team of Customer Success Advisors responsible for the health, retention, and growth of Rapid7's customer base. You will drive customer engagement, guide value realization from our solutions, and ensure customers successfully adopt and maintain Rapid7 products.
You will partner cross-functionally across Sales, Support, Product, and Marketing to advocate for customer needs and remove obstacles to customer success. This role focuses on operational excellence, team development, and executing strategies that improve customer outcomes and retention.
About the Team
The Customer Success team represents the backbone of our relationships with our customer base. This includes ensuring customers successfully deploy, adopt, and maintain Rapid7 solutions year over year. Success in this team means advocating for customer needs, challenging convention with new ideas, and working together to create meaningful impact.
In this role, you will:

• Lead, coach, and develop a team of Customer Success Advisors to deliver exceptional customer outcomes
• Manage team performance across key metrics including customer engagement, success planning, adoption, and retention
• Partner with internal stakeholders to drive customer health initiatives and retention strategies
• Guide adoption practices to accelerate customer value realization and reduce time-to-value from Rapid7 solutions
• Support and manage customer escalations in partnership with your team and cross-functional stakeholders
• Foster a high-energy, customer-focused culture centered on accountability, collaboration, and continuous improvement
• Advocate for customer needs internally and provide insights to influence product, process, and program improvements
• Ensure consistent execution of Customer Success best practices and operational processes across the team
• Identify risk signals across accounts and drive proactive engagement strategies to improve customer outcomes

The skills you'll bring include:

• 5+ years of customer success, account management, or related customer-facing experience
• 2+ years of experience leading or mentoring customer success professionals
• Demonstrated ability to manage customer relationships and drive adoption, retention, and value realization
• Strong analytical and problem-solving skills with the ability to translate customer challenges into actionable plans
• Ability to thrive in a fast-paced, evolving, and complex environment
• Strong cross-functional collaboration and communication skills

We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today.
About Rapid7
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope just like we' ve been doing for the past 20 years. If you 're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.
Rapid7, Inc. is committed to fair and equitable compensation practices. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications. We evaluate compensation decisions on a case-by-case basis, and it is not typical for an individual to be hired at the very top of the salary range.
The salary range for this role in the US is:
$116,705.00 - 157,895.00 USD Annual
Salary ranges may vary based on geographical location. This range does not include variable/incentive compensation, equity and benefits (where applicable/eligible).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.