Customer Success Advisor

Customer Success Advisor - Australia
Rapid7 is seeking a Customer Success Advisor who will provide best in class customer experiences and be a strong partner for our customers at every stage of the customer lifecycle. 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 Advisors are responsible for managing a defined book of business to ensure their customers successfully deploy, adopt, and maintain Rapid7 solutions and continue to renew their licenses year-over-year.
Customer Success Advisors 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 Advisor strives to understand our customer's security needs and how Rapid7 can help them to achieve their goals. Specifically, your focus will be to:

• 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 aligned to business outcomes, to maximise the adoption and realised 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
• Conduct quarterly business reviews to ensure successful outcomes from Rapid7 solutions
• Review executive dashboards and program status, continually measuring and monitoring customers' health metric and KPIs
• Solidify your position as a trusted advisor with all customers and drive continued value of our products and services
• Consistently achieve quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention.
• Recognise 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 and qualities you'll bring include:

• Minimum of 3 years of experience in Customer Success or Service Delivery Role
• 3 years + SaaS experience, including technical knowledge in any one of these areas, Vulnerability Management/Cloud/Threat Intel/Managed Security Services (highly preferred)
• Able to conduct platform walkthroughs/advising on best practices on any of the above disciplines
• Technically-driven advisor dedicated to guiding customers through cybersecurity maturity, from initial adoption to realised business value
• Ability to understand technical concepts and communicate to technical and non-technical audiences
• Domain Knowledge: Professional-level understanding of at least one core area: Vulnerability Management, Cloud Security (CSPM), Threat Intelligence, or Detection and Response services.
• Passionate about service and support; seeks to achieve extraordinary and impactful results through tenacious and creative problem solving.
• Assertive but empathetic in nature; able to assist customers toward strategic goals through a combination of persuasion and rapport.
• Ability to collaborate cross-functionally with a variety of customer facing teams
• Energised by connecting and building long-lasting relationships with customers
• Exceptional multi-tasking abilities and organization skills.
• Detail-oriented - able to capture proper information correctly and accurately.
• Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.

Technical "Bonus" Skills:

• Familiarity with the MITRE ATT&CK framework or NIST Cybersecurity Framework.
• Understanding of CI/CD pipelines or basic scripting (Python/Bash) for security automation.
• Experience working within a Channel/Partner-led sales model.
• Understanding of CyberSec industry frameworks and standards such as NIST800-53, ISO27000, ASD E8, CPS-234 etc

We know that the best ideas and solutions come from multi-dimensional 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 don't be shy - apply today.Insert job summary)
About Rapid7
At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope just like we' ve been doing for the past 20 years. If you 're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.