Rapid7 is hiring a

Customer Success Manager

Boston, United States

Position Overview

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.

Responsibilities

  • Consistently achieve monthly and quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention.
  • Drive customer awareness of product features and Rapid7 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 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 reactive customer requests and anticipate their needs.
  • Daily communication with internal and external customers.
  • Manage all customer information – including updates on key contacts, new and existing quotes, and purchase history.

Minimum Requirements

  • Passionate about service and support; seeks to achieve extraordinary results through tenacious and creative problem solving.
  • Assertive but empathetic in nature; able to assist customers toward strategic goals through a combination of persuasion and rapport.
  • Energized by connecting and building long-lasting relationships with customers
  • Minimum of 3-years of experience in Customer Success Management
  • Exceptional multi-tasking abilities and organization skills.
  • Detail-oriented – able to capture proper information correctly and accurately.
  • Excellent verbal and written communication skills

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