Customer Success Manager/Advisor

As a Rapid 7 Customer Success Manager, you will act as a trusted advisor for our customers and use your cyber security knowledge and expertise of Rapid7's products and solutions to ensure customers maximize the value from their Rapid7 investment. 

About the Team 

Responsible for overall success and satisfaction, the CSM’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

• Relationship Management - Develop and maintain strong, long-lasting relationships with key stakeholders whilst 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. 

• Customer Advocacy - advocate for customer needs and feedback 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.

The skills you’ll bring include:

• 3+ years of Customer Success or Account Management, 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 in both English and Dutch

• Excellent interpersonal and communication skills

• Prior technology deployment and configuration experience

• Strong project management and prioritisation abilities

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

• Problem-solving mentality with the ability to navigate complex situations

• Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc. are a plus

• 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.

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