Manager, Customer Success

4 weeks ago

Boston, Massachusetts, United States Rapid7 Full time

Manager, Customer Success, Public Sector
This key role within our Customer Success organization will be responsible for leading a team of Customer Success Managers in the care, retention and growth of our Public Sector customers. This person will help to refine and execute on our customer relationship strategy as well as drive key KPIs and high retention across our Public Sector Customers.
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. Being successful on this team means advocating for customer needs, challenging convention through new ideas and solutions, and working together to create impact.
About the Role
The Manager, Customer Success will work with a large volume of customers in both proactive and reactive manners, participating in and driving cross-functional programs focused on improving customer health and retention. A major part of your role will also be to coach and advance the team to high standards of excellence. As a leader you will have a passion for solving problems, you are devoted to operational and engagement improvements, and you are committed to developing the skills of their team.
In this role, you will:

  • Recruit, coach, motivate and manage a high performing team while building and supporting a high-energy, customer-focused culture
  • Predictably manage recurring revenue and deliver high on-time renewal rates in conjunction with driving partnership and alignment with the channel
  • Own key metrics for your team including renewal forecast and churn management, engagement, success planning, lead generation and adoption
  • Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from our solutions
  • Personally manage escalations and negotiations alongside your direct reports
  • Work cross-functionally to advocate for customer needs and ensure proper company alignment in support of these accounts, including FedRAMP authorization efforts
  • Be open to a hybrid working model - 3 days a week in our Boston office


The skills you'll bring include:

  • 5-7 years of relevant customer success experience, including at least 2 years of experience leading a customer success team
  • Experience working with Public Sector customers, the channel and complex procurement cycles - experience working with FedRAMP authorized products is a plus
  • Ability to thrive in a fast-paced, ever-changing, complex environment
  • Strong analytic and strategic thinking - able to take customer concerns and orchestrate resources and tactics to address them


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.
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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