Chief Customer Officer

  • R6013
  • Boston, MA, United States

Chief Customer Officer

Imagine working with one of the most innovative B2B cybersecurity companies in the world. Rapid7 is in search of a Chief Customer Officer to help us scale and grow our efforts to capture a $15b+ addressable market opportunity and focus on expanding Rapid7’s commitment to customer growth, success and achievement.

About the Team

With responsibility for driving profitable customer growth, the Chief Customer Officer will be responsible for the end-to-end customer lifecycle, including new customer sales, customer onboarding, health and retention, customer support and services, and net retention rate (NRR) based customer expansion.

About the Role

The Chief Customer Officer will be responsible for leading and continuing to build our Global Customer Growth and Security Achievement Engine to take us to $1B+ in revenue. Reporting directly to the President and Chief Operating Officer, we’re not only looking for a proven leader who has enjoyed success building, mentoring and leading global teams in dynamic B2B SaaS sales and customer acquisition environments, but also looking for someone looking who has led global customer success, technical support and consulting services teams. 

You will serve as a key member of the Rapid7 senior leadership team to help shape the company’s strategy and business plan, collaborating across Rapid7’s senior leadership team to ensure all teams and functions are aligned for maximum customer growth impact.

The Rapid7 CCO has the opportunity to take a high performing, global team to the next level across multiple market segments including Enterprise, Mid-Market, Public Sector and Emerging Market environments. If your makeup includes the grit and determination of a builder combined with the proven leadership experience of executing at scale, then this could be an amazing opportunity for you!

The opportunity calls for a candidate with a track record of proven leadership, team development and world-class execution at a scale of $500M-$2B in ARR per year, supported by the ability to develop, attract, and retain top talent. This person must be an accomplished builder and leader of teams, an innovative and disruptive thinker, and skilled in leading a diverse and dynamic customer acquisition, retention and growth engine. In keeping with our core values, this leader has a history of inspiring teams to accomplish audacious goals, while continuing to transform the customer experience to  deliver aggressive financial results, market leading customer satisfaction, and customer lifetime value.

The skills you’ll bring include:

  • ARR Sales Growth - 15-20+ years of leading customer acquisition and net ARR growth; 15+ years of sales management and leadership experience, including building and developing management teams and leading cross-functional organizations to deliver customer driven growth. Experience leveraging a global customer base to grow businesses through up-sells, cross-sells and referral marketing is required. 

  • Customer Success & Achievement - 15+ years of developing and leading voice of the customer and customer success teams, with responsibilities across customer health, retention and expansion, including delivering exceptional gross retention rates (GRR) and net retention rates (NRR). Leadership of teams to solve complex customer challenges required. 

  • Customer Support - Proven ability to provide leadership and development to a global team of technical customer support professionals delivering exceptional customer satisfaction (CSAT) and exceptional customer service. Cross functional partnership leadership skills across support, product development and engineering teams required. 

  • Customer Engineering & Technical Enablement - 15+ years of experience leading and developing customer engineering and technical enablement teams, including sales engineering, field CTO and advisory consulting, channel and partner technical enablement, and post-sales technical security consulting and technical account management.

  • Team Development - Proven track record of building dynamic, diverse customer teams across a broad spectrum of global market segments, including emerging and underdeveloped markets, with a proven ability to balance compassion and toughness in coaching others and leading through change

  • Platform First - Ability to position, deliver, and support customer security achievement utilizing a platform first mindset, utilizing Rapid7’s products and services. Experience with cybersecurity, cloud and IT infrastructure is beneficial. 

  • Management @ Scale - Ability to establish individual and organization-wide budgets, quotas, activity metrics, forecasts and compensation plans to customer growth, achievement and retention objectives

  • Leadership @ Scale - Demonstrated success managing and leading globally distributed and diverse teams, including offices and teams in Austin, TX, Boston, MA, Los Angeles, CA, Tampa, FL, Washington, DC, as well as the UK & Ireland, Germany, France, Australia, Japan, India and other international markets. Reference-able executive track record of leading  in matrix environments where cross-functional teamwork is key to the role.

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
Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of best-in-class solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cutting-edge research–using these insights to optimize our products and arm the global security community with the latest in attacker methods. Trusted by more than 10,000 customers worldwide, our industry-leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future-ready for what’s next.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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