Senior Customer Success Manager

| Boston, MA, USA | Hybrid
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Senior Customer Success Manager
Rapid7 Senior Customer Success Managers are an integral part of our Enterprise Customer Success Team. Senior CSM's are responsible for ensuring on time renewals, managing complex relationships with customers, and being expert problem solvers.
About the Team
The Rapid7 Customer Success Managers are the backbone of our relationships with our customer base. They are responsible for managing a defined book of business to ensure their customers successfully deploy, adopt, and maintain Rapid7 solutions and continue to renew their licenses year-over-year. Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals, identify upsell and cross-sell opportunities, and drive customer loyalty. An exceptional Customer Success Manager strives to understand our customer's security needs and how Rapid7 can help them to achieve their goals.
About the Role
In this role, you will:

  • Consistently achieve monthly and quarterly renewal revenue targets, striving for a high percentage of on-time renewal and revenue retention within a strategic book of business
  • Drive customer awareness, engagement, and adoption of Rapid7 portfolio, product features and services to maximize the adoption and realized value of their purchased solutions.
  • Develop and maintain strong, multi-level relationships with each customer; ensuring that Rapid7 solutions support the ongoing needs and security objectives for each customer.
  • Engage in strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth.
  • Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.
  • Effectively manage high volume of inbound customer requests, align them with internal resources and anticipate their business needs.
  • Collaborate and partner with sales, marketing, support, product and engineering teams to drive customer success outcomes


The skills you'll bring include:

  • Passionate about customer success; seeks to achieve extraordinary results through tenacious and creative problem solving.
  • Assertive but empathetic in nature; able to drive customers toward strategic goals through a combination of persuasion and rapport.
  • Energized by connecting and building value driven, strategic relationships with enterprise customers
  • Thrives in a fast based, team centric atmosphere and is adaptable in nature
  • Exceptional multi-tasking abilities and organization skills.
  • Detail-oriented; able to capture proper information correctly and accurately.
  • Excellent verbal and written communication skills
  • Minimum of 3 years of experience in Customer Success Management


We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting 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
Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We're on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people.
With more than 11,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.
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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
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An Insider's view of Rapid7

What does your typical day look like?

For the majority of the day it’s a mix of weekly check-ins with various teams, project updates, and the occasional brainstorm.

When I’m not in meetings I’ve got headphones in while planning, writing, or designing — at my desk or perched somewhere around the office.

Grace

Senior Brand Storyteller

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Once a year, Rapid7 offices across the globe close for the day so employees can volunteer.
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Rapid7 is led by a diverse management team that represent the security community we serve. We believe that we all have a responsibility to continuously improve our DE&I efforts.
Mandated unconscious bias training
We believe in continuous learning, our in-house trainers conduct consistent diversity trainings. We advocate for diverse thinking and strive to cultivate a workforce that mirrors the best minds.
Diversity manifesto
Diversity employee resource groups
We have so many amazing and organically created employee resource groups! These internal Rapid7 communities allow for an authentic experience where diverse employees and allies can come together.
Hiring practices that promote diversity
We've taken the Parity Pledge, we reinforce strategic recruitment, we are committed to diversity partnerships, and we understand the importance in training around unconscious bias.
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Child Care & Parental Leave
Childcare benefits
Membership with Care.com for backup childcare services. Dependent care Flexible Spending Account to set aside pre-tax dollars for childcare expenses.
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Our employees receive unlimited hours per year of paid volunteer time.
Paid holidays
Paid sick days
Employees receive unlimited hours per year of paid sick leave.
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Some meals provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Onsite gym
Professional Development
Job training & conferences
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Paid industry certifications

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