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:

• 3+ years of experience in Customer Success, Service Delivery, or a similar customer-facing role, ideally within a SaaS environment.

• Technical knowledge in at least one cybersecurity domain such as Vulnerability Management, Cloud Security (CSPM), Threat Intelligence, or Detection & Response services (preferred).

• Ability to guide customers through platform capabilities, best practices, and cybersecurity maturity journeys, from initial adoption to realised business value.

• Strong communication skills, with the ability to translate complex technical concepts clearly to both technical and non-technical audiences.

• Cross-functional collaboration, partnering effectively with Sales and other customer-facing teams to drive positive customer outcomes.

• Accountability and ownership, proactively managing customer needs and ensuring commitments are delivered with high quality and attention to detail.

• A customer-first mindset, with a passion for service, creative problem solving, and building long-lasting customer relationships.

• Strong organisational skills with the ability to manage competing priorities while maintaining accuracy and consistent quality.

• Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.  

Advantageous 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.

• Understanding of CyberSec industry frameworks and standards such as NIST800-53, ISO27000, ASD E8, CPS-234 etc

• Experience working within a Channel/Partner-led sales model

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.

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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.