Senior Customer Success Manager

2 days ago

Reading, Reading, United Kingdom Rapid7 Full time

About the Role

Rapid7 is seeking a highly motivated and experienced Customer Success Manager to join our team. As a Customer Success Manager, you will be responsible for managing a defined book of business to ensure our customers successfully deploy, adopt, and maintain our solutions and continue to renew their licenses year-over-year.

Key Responsibilities

  • 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.
  • Develop and implement comprehensive Success Plans tailored to each customer's unique goals and needs.
  • Engage in strategic, consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth.
  • Drive customer retention by ensuring that customers achieve their desired outcomes and recognize the value of our solutions.
  • Identify and mitigate potential risks of churn through proactive engagement and problem-solving.
  • Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.
  • Provide customer feedback to internal teams to influence product development and enhancements.
  • Deployment Oversight - Oversee the deployment and implementation of our solutions, ensuring that customers experience a smooth transition and achieve initial success.
  • Health and Adoption Focus; Continuously monitor customer health metrics, including product usage and adoption, engagement levels, and overall satisfaction, to proactively address any areas of concern.
  • Act as the primary point of contact for escalated issues, ensuring timely resolution and communication with both the customer and internal team.
  • Collaborate with customers to define and achieve clear value-realization goals, aligned with their business objectives.

Requirements

  • 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-paced, 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 communication, presentation, and interpersonal skills.
  • Ability to analyze data and translate insights into actionable strategies.
  • Experience with CRM software (e.g., Salesforce, Gainsight) and other customer success tools.
  • Minimum of 5 years of experience in Customer Success Management.
  • Experience of working in cybersecurity or other technical space is desirable but not essential.

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