Rapid7 Logo

Rapid7

Senior Customer Success Manager

Posted 10 Days Ago
Be an Early Applicant
Remote
Hybrid
Hiring Remotely in Tokyo
Senior level
Remote
Hybrid
Hiring Remotely in Tokyo
Senior level
The Senior Customer Success Manager will build relationships with customers, ensure product utilization, advocate for customer needs, and track performance metrics to enhance customer satisfaction and retention.
The summary above was generated by AI

Senior Customer Success Manager
As a Rapid 7 Senior Customer Success Advisor (CSA), 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 Senior CSA's 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, long-lasting relationships with key stakeholders, including technical teams, project managers, and C-level executives.
  • Orchestrate key touch points 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 value-drivers 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 up-to-date with the latest trends, like-technologies and happenings across cyber security
  • Be viewed as a trusted advisor with customers. Be the go-to 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 cross-functional 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 you'll bring include:

  • 5-6+ 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
  • Excellent interpersonal and communication skills
  • Prior technology deployment and configuration experience
  • Experience with security frameworks and concepts
  • Excellent project management and prioritization abilities
  • Mastery of technical concepts and experience advising customers on how to best use and adopt the platform for faster Return on Investment (ROI)
  • Problem-solving mentality with the ability to navigate complex situations
  • Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc.
  • Familiarity with customer success platforms and tools is a plus.


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.
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 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.
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.
#LI-NR1

Top Skills

Customer Success Platforms
Cyber Security
Project Management Tools
SaaS
Security Frameworks

Similar Jobs at Rapid7

23 Hours Ago
Remote
Hybrid
Tokyo, JPN
Senior level
Senior level
Artificial Intelligence • Cloud • Information Technology • Sales • Security • Software • Cybersecurity
The role involves managing channel partners in Japan, driving sales, and strategizing for market growth while collaborating with internal teams.
Top Skills: Cybersecurity
8 Days Ago
Remote
Hybrid
Tokyo, JPN
Junior
Junior
Artificial Intelligence • Cloud • Information Technology • Sales • Security • Software • Cybersecurity
Join our APAC support team to assist customers in Japanese and English with complex technical issues related to Rapid7's products. Responsibilities include troubleshooting, creating workflows, and collaborating with various teams.
Top Skills: LinuxmacOSWindows
11 Days Ago
Remote
Hybrid
Tokyo, JPN
Senior level
Senior level
Artificial Intelligence • Cloud • Information Technology • Sales • Security • Software • Cybersecurity
The Senior Sales Engineer will partner with sales teams and customers, delivering technical and business insights on Rapid7's security solutions to drive engagement and satisfaction.
Top Skills: AWSAzureGCPOracle CloudSaaSSubscription Software

What you need to know about the Sydney Tech Scene

From opera to comedy shows, the Sydney Opera House hosts more than 1,600 performances a year, yet its entertainment sector isn't the only one taking center stage. The city's tech sector has earned a reputation as one of the fastest-growing in the region. More specifically, its IT sector stands out as the country's third-largest, growing at twice the rate of overall employment in the past decade as businesses continue to digitize their operations to stay competitive.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account