Senior Customer Success Operations Analyst

Based at Rapid7 global headquarters in Boston, the Customer Success Operations team is looking for a Customer Success Operations Analyst to help optimize and scale our Customer Success organization.

The Role

In this role, you’ll partner closely with the Customer Success leadership to build reporting and analytics frameworks, and drive operational improvements that enhance the overall customer retention strategy. Whether you are an experienced operations professional or an analyst ready to take the next step, this is an opportunity to make a meaningful impact on how we engage and support our customers by analyzing customer behavior, driving insights that improve product adoption and customer retention, and streamlining customer success team workflows.

In this role you will focus on:

Analytics & insights

• Develop and maintain dashboards and reports to monitor OKR outcomes such as Churn, Adoption, and Customer Health.

• Analyze customers to identify risks, opportunities, and areas for improvement..

• Identify and track key touch points and milestones in the customer journeys for proactive engagement.

• Deliver clear, actionable insights to Customer Success leadership and other internal stakeholders.

• Collaborate with data teams to surface actionable insights from customer feedback and usage data

Operational Strategy & Process Improvement

• Partner with CS Ops Program Managers and Customer Success leadership to support the design and execution of strategic initiatives to improve team efficiency and customer outcomes.

• Collaborate cross-functionally with Customer Success, Sales Ops, Product, Marketing and IT to ensure alignment and consistency.

Systems, Tools & Automation

• Translate Customer Success strategies into technical requirements and partner with the technical team to build out solutions within Gainsight and other integrated systems such as Salesforce and Gong.

• Help drive standardization and automation of processes to improve data integrity and reduce manual effort.

• Support broader CS Ops initiatives such as tool optimization and process improvement as needed.

Enablement & Team Support

• Provide day-to-day operational data and reporting support to the Post-Sales team

• Drive adoption and effective use of customer success tools and platforms. 

• Partner with CS Ops PMs and the Enablement team to drive actionable playbooks.​

Workforce Planning Support

• Support the workforce planning process by working with post-sales leadership to provide scenario analysis and hiring headcount recommendations. 

• Provide reports on CS account portfolio size and engagement metrics to inform operational planning.

• Conduct analysis to support strategic decisions on advisor-to-account ratios, account assignment and engagement model optimization.

The skills you’ll bring include:

• Bachelor’s degree in Business, Data Science, Analytics, Computer Science, or a related field. The skills you’ll bring include:

• 5 years of experience in customer success, sales operations, business analytics, or a related role that focuses on analyzing data to inform decisions

• Strong analytical and quantitative skills with a working knowledge of SQL and demonstrated experience in data visualization and reporting.

• Experience working in a fast-paced, and evolving environment with a focus on execution and impact.

• Proven track record of driving cross-functional collaboration and influencing stakeholders across all levels.

• Excellent communication skills—able to translate complex data into clear insights and strategies.

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 attackers methods. Trusted by more than 11,000 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.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.