Customer Success Manager

Customer Success Manager

As a Rapid 7 Customer Success Manager you will act as a trusted advisor for our customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment.

About the Team

Responsible for overall success and satisfaction the CSMs mission is to create customer advocates in our technical environment. You will play a crucial role in building and maintaining strong relationships with CISOs and other technology users understanding customers unique cyber security goals creating Success Plans and providing customers with the necessary support and guidance to meet their goals and help secure renewals.

About the Role

In this role you will be responsible for:

Relationship Management:

Develop and maintain strong longlasting relationships with key stakeholders including technical teams project managers and Clevel executives.

Orchestrate key touchpoints with customers from weekly status meetings to

Executive Business Reviews

Act as the primary point of contact for customers addressing inquiries resolving issues and proactively identifying opportunities for improvement.

Product Expertise:

Demonstrate a deep understanding of the valuedrivers of our products and the ability to help customers navigate and optimize their usage

Provide advice and educational materials to help customers understand and utilize the features and functionalities of the products.

Domain Expertise:

Stay uptodate with the latest trends liketechnologies and happenings across cyber security

Be viewed as a trusted advisor with customers. Be the goto partner for your set of assigned customers.

Customer Advocacy:

Advocate for customer needs and feedback within the organization to drive

product enhancements and improvements.

Collaborate with crossfunctional teams including sales marketing and product development to ensure a unified approach in delivering customer success.

Risk Mitigation:

Identify potential risks and challenges in customer relationships and work

proactively to address them before they escalate.

Monitor customer usage patterns and engagement to identify accounts that may be at risk of churn.

Performance Metrics:

Establish and track key performance indicators (KPIs) related to customer

success including customer satisfaction scores product usage/health retention rates and upsell opportunities.

The skills youll bring include:

• 3 years of Customer Success Account Management or Consulting experience ideally from a high tech or SaaS company ideally cyber security where you developed strategies and plans on assigned accounts to fully leverage technology solutions.

• Excellent written and verbal skills in both English and German

• Excellent interpersonal and communication skills

• Prior technology deployment and configuration experience

• Strong project management and prioritization abilities

• Understanding of technical concepts and experience advising customers on how to best use and adopt the platform for faster Return on Investment (ROI)

• Problemsolving mentality with the ability to navigate complex situations

• Industryrelated certifications i.e. A Network Sec Cloud CCSP etc. are a plus

• Familiarity with customer success platforms and tools is a plus

We know that the best ideas and solutions come from multidimensional 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 dont 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 communityfocused 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. Were 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 10000 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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