As a Rapid7 Customer Success Advisor (CSA), you will act as a trusted advisor for our MSSP customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximise the value from their R7 investment.

About the Team

Responsible for overall success and satisfaction, the 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 our MSSPs

• Understanding their unique cyber security goals

• Creating Success Plans

• Providing MSSPs with the necessary support and guidance to meet their goals and help secure renewals and growth

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 touchpoints 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 help customers navigate and optimise their usage

• Provide advice and educational materials to help customers understand and utilise product features and functionalities

● Domain Expertise

• Stay up-to-date with the latest trends, like-technologies, and developments across cyber security

• Be viewed as a trusted advisor and go-to partner for your assigned customers

● Customer Advocacy

• Advocate for customer needs and feedback within the organisation 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