Senior Manager, Customer Success

  • R5742
  • Germany
  • Reading, United Kingdom

This key role within our Customer Success organisation, reporting to the VP, Customer Success, will be responsible for leading a team of Customer Success Managers in the care, retention, and growth of our customers. This population of customers represents a significant portion of Rapid7’s annual recurring revenue, and this person will help to design and execute on our customer relationship strategy that is focused on driving high retention (90%+) and expansion across a highly diverse and large percentage of Fortune 500 brands.

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. 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 Senior Manager, Customer Success will work with a large volume of customers in both proactive and reactive manners, participating in and driving cross-functional programs focused on improving customer health and retention.  A major part of your role will also be to coach and advance the team to high standards of excellence. As a leader you will have a passion for solving problems, you are devoted to operational and engagement improvements, and you are committed to developing the skills of their team.

In this role, you will:

  • Predictably manage recurring revenue and deliver high on-time renewal rates

  • Own key metrics for your team including renewal forecast, activity management, upsells, adoption, and churn

  • Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from our solutions

  • Recruit, coach, motivate and manage a high performing team in DACH and Western Europe

  • Build and support a high-energy, customer-focused culture

  • Personally manage escalations and negotiations alongside your direct reports

  • Work cross-functionally to advocate for customer needs and ensure proper company alignment in support of these accounts

The skills you’ll bring include:

  • Proven experience leading a revenue generating Customer Success team for a rapidly growing SaaS company in a leadership role

  • Strong analytic and strategic thinking – able to take complex customer concerns and orchestrate resources and tactics to address them

  • Experience working with enterprise accounts to identify and solve challenging business problems

  • Experience of working toward customer health and satisfaction, and not just toward a renewal

  • The ability to collaborate with Sales, Channel, Partners and other Customer Success teams.

  • Be able to travel up to 20% of the time to customer meetings or remote offices

  • Fluent in both English and German 

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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