Customer Success Manager

3 weeks ago

Boston, United States Rapid7 Full time

Customer Success Manager (CSM)

As a Rapid 7 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.

About the Team

Responsible for overall success and satisfaction, the 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.

About the Role

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.

The skills you’ll bring include:

3+ 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.

Strong understanding of technical concepts and experience advising customers including CxOs on how to best use and adopt SaaS platform for faster Return on Investment (ROI)

Excellent interpersonal and communication skills.

Problem-solving mentality with the ability to navigate complex situations.

● Familiarity with customer success platforms and tools is a plus

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.

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