Senior Customer Success Manager
Rapid7 is seeking a strategic and supportive Customer Success Manager who will provide best in class customer experiences and be a strong partner for our customers at every stage of the buying process. We’re focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues and helping the sales team with upsells and renewals.
About the Team
This 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. As technology and innovation move forward, vulnerabilities in our digital world continue to evolve and change. 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 Rapid7 Customer Success Managers are the backbone of our relationships with our customer base. They are responsible for managing a defined book of business in the Nordics 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 up-sell 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.
In this role, you will:
Consistently achieve monthly and quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention.
Work closely with our regional partners to provide excellent service for their end users and ensure a tight communication and relationship in maintaining and driving regional revenue.
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.
Manage end-to-end renewals process, from quote to booking in your PO.
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.
The skills you’ll bring include:
Senior level experience within a Customer Success Management or Service Delivery role
Passionate about service and support; seeks to achieve extraordinary results through tenacious and creative problem solving.
Takes a customer centric approach in all interactions, understanding the customers needs and drivers, with the ability to handle objections and remove barriers
A team player who advocates for their team, and can collaborate effectively to drive outcomes, meet customer needs and drive long term customer value
Ability to influence decisions and outcomes by building trust and credibility with stakeholders and customers
Strong sense of ownership, holds themself and others accountable to achieving high standards
Attention to detail, understands the importance of precision and accuracy when reporting and forecasting
Solid communicator with excellent written and verbal communications skills both within the team and cross functionally
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.
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.