If you're looking for a career change or you're in search of talent...

Explore New Job Opportunities Here

SVP of Customer Success & Support



Customer Service, Sales & Business Development
Boston, MA, USA
Posted on Friday, September 29, 2023

The SVP of Global Customer Success and Support is integral to our mission of helping customers solve their most complex security challenges by creating great teaming experiences and making the most successful security technologies and practices accessible to all. This is a rich, complex opportunity for someone to drive our transformation on the path to being a $1b+ company, but to do it in a customer-led way.

About the Team

The Global Customer Success and Support organization at Rapid7 delivers the partnership that our customers need to achieve their security goals with our comprehensive portfolio of cybersecurity solutions.

About the Role
The Senior Vice President of Global Customer Success and Support will steer this organization to deliver an excellent customer experience that removes barriers to usage and adoption, and enhances customers’ value achievement. This person will offer strategic leadership at Rapid7 to transform the customer product usage and support experience, working collaboratively across the company to create a transparent, urgent, and expert experience that delivers meaningful customer impact.

This role reports directly to the SVP, Chief Customer Officer, and drives a large, diverse global team. As the senior leader for this organization and this critical experience of our customers, you should be passionate about shaping all aspects of the organization - setting priorities, hiring and developing talent, establishing standards, nurturing a team culture of customer advocacy, deeply collaborating cross-functionally, and driving transformation in the experience.

In this role, you will:

  • Create Best-in-Class customer support experience

    • Define and implement a strategy to improve customer experience and engagement with support, scale the team and develop talent, and improve retention, all to deliver customer value achievement

    • Create a support experience delivering a differentiated competitive advantage and value to our customers that demonstrates partnership, transparency and urgency

    • Develop and maintain a plan that ensures adequate support coverage (language, capacity, and technical capability) and meets anticipated future demand based on customer utilization trends, customer growth, service utilization, new product/service releases

    • Develop new programs designed to enhance and leverage our partners’ strengths and contributions to support experience objectives and customer needs.

  • Develop and execute comprehensive customer success strategies aligned with company goals

    • Oversee the customer journey from onboarding to renewal, identifying opportunities to enhance the customer experience at every touchpoint.

    • Collaborate with cross-functional teams to ensure a seamless and customer-centric experience throughout the customer lifecycle.

    • Implement processes and systems to monitor customer health and identify potential issues or opportunities for intervention.

  • Create strategies to mitigate churn risks and proactively address customer concerns.

    • Relentlessly focus on key customer outcomes such as resolution time, NPS, CSAT and customer retention; partner with Success and Support Operations to establish, manage and monitor performance.

    • Monitor product quality metrics (case volume, percent escalated, issue categorization and prioritization, backlog, customer impact, etc.) and work as the advocate for the customer by partnering with the products’ organization to drive improvement and issue resolution.

    • Collaborate with other Rapid7 teams to drive improvements in Rapid7’s products, services, and overall customer experience by advocating for the customer with actionable data and insight on customer behavior, satisfaction, and areas for improvement

The skills you’ll bring include:

  • Experience managing a global Customer Success and Support organization for a portfolio of advanced SaaS products serving tech-savvy customers, with a breadth of exposure to a variety of customer needs

  • 15+ years of experience in leading and scaling a globally dispersed customer-facing organization in a technical environment, including at least 5 years in a senior-level leadership role

  • Demonstrated strategic and impactful executive leadership with large customer success and support teams in highly collaborative environments

  • Care deeply about culture and values and can be a steward for transparency, collaboration, diversity and inclusiveness, impact and innovation

  • Inspired to deliver a differentiated support and customer product experience, and you have examples of transformations you have led in these areas

  • Demonstrated experience with interpreting data analytics to derive insight and drive customer value

  • Ability to form solid cross-functional relationships and influence others to drive to a common goal

  • Passionate about the customer and delivering focused measurable improvements

  • Excellent communication skills, with the ability to simplify the complex and effectively interface with executive, operational and technical teams

  • Experience with cybersecurity technology, SaaS, modern services for cloud

  • BS degree in a relevant technical field such as Engineering, Architecture, or Computer Science. MBA highly desirable

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.

About Rapid7

At Rapid7, we are on a mission to create a secure digital world for our customers, our industry, and our communities. We do this by embracing tenacity, passion, and collaboration to challenge what’s possible and drive extraordinary impact.

Here, we’re building a dynamic workplace where everyone can have the career experience of a lifetime. We challenge ourselves to grow to our full potential. We learn from our missteps and celebrate our victories. We come to work every day to push boundaries in cybersecurity and keep our 11,000 global customers ahead of whatever’s next.

Join us and bring your unique experiences and perspectives to tackle some of the world’s biggest security challenges.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.