As a Rapid7 Customer Success Advisor, you’ll be the go-to partner for our MSSP customers; guiding them with your cybersecurity expertise and deep knowledge of Rapid7’s solutions to help them unlock the full value of their investment. You won’t just support our customers, you’ll empower them to thrive. 

About the Team 

The Customer Success 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. 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 the Role 

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, and providing our MSSPs with the necessary support and guidance to meet their goals and help secure renewals and growth. 

In this role, you will:

• 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. 

• 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. 

• Be viewed as a trusted advisor with customers. Be the go-to partner for your set of assigned customers. 

• 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. 

• 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. 

• 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:

• 3+ years of Customer Success, Technical Support, or Consulting experience, ideally from a high tech or SaaS company – specifically 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

• 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 (ROI)

• 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 also plus 

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 behaviour, 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.