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Customer Success Representative

4 months ago

Belfast, United Kingdom Rapid7 Full time

Customer Success Representative


Rapid7 is seeking a Customer Success Representative to join our Belfast-based team and manage our customer base in France. This is a great opportunity for someone looking to progress their career within a customer centric organization and be  part of a larger team focused on helping to improve our overall customers health and satisfaction. If you are a self-driven, highly motivated individual who thrives in a fast paced environment we want to hear from you

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. This means going beyond the goal of customer renewals and instead focusing on long-term customer health. 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 role involves responding to incoming transactional requests, while working on strategic outreach to the customer base to help improve the likelihood of a customer renewing. The book of business is mainly for our valued customers up to $50,000 ARR (Annual Recurring Revenue). 

In this role, you will:

  • Identify and assess customers’ needs in order to achieve satisfaction 

  • Build sustainable relationships of trust through open and interactive communication (with both customers and Channel partners). 

  • Own customer renewal cycle including working with the Rapid7 extended teams to produce and share quotes, chase and book POs and forecast accurately in the CRM.

  • Work closely with the distributors in the regions you will manage to improve retention

  • Provide accurate, valid and complete information by using the right methods/tools 

  • Meet personal/customer success team targets (KPIs and Customer Revenue Retention goals) 

  • Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution 


  • Working across the France market with Rapid7’s small to medium sized customers

The skills you’ll bring include:

  • Fluent in both French and English

  • Previous experience within a customer facing environment/organisation 

  • Passionate about delighting customers with exceptional relationship building skills 

  • Takes ownership of customer problems and drives them through to resolution

  • Ability to multitask, prioritise, and manage time effectively

  • Familiarity with CRM systems (such as Salesforce.com, Gainsight) and best practices desirable 

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 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.

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