Customer Success Advisor

As a Rapid7 Customer Success Advisor (CSA) you will act as a trusted advisor for our customers using your cybersecurity knowledge and expertise of Rapid7 products and solutions to ensure customers maximize the value from their Rapid7 investment.

About the Office

We are currently evaluating candidates in Boston or Tampa. Rapid7 is a hybrid work environment. The expectation is 3 days inoffice 2 days remote.

The Boston office is located at North Station.
The Tampa office is located in Sparkman Wharf.

About the Team

Reporting to a Bostonbased manager this critical team is responsible for overall success and satisfaction. The CSA team 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 practitioners understanding customers unique cybersecurity goals creating Success Plans and providing customers with the necessary support and guidance to meet their goals and help secure renewals.

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 Rapid7 products and the ability to help customers navigate and optimize their usage

Provide advice and educational materials to facilitate customer understanding and adoption of the features and functionalities of the products

Domain Expertise:

Stay uptodate with the latest trends liketechnologies and happenings across cybersecurity

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:

• 2 years of Customer Success Account Management or similar experience

• High tech or SaaS company experience cybersecurity experience and certifications highly preferred

• Experience developing strategies and plans on assigned accounts to fully leverage technology solutions

• Excellent written and verbal communication

• Excellent interpersonal and crossfunctional partnership

• Prior technology deployment and configuration experience

• Effective project management and prioritization abilities

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

• A solutionsoriented 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 like Gainsight are 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.

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.