VP, Customer Success

  • R5805
  • Boston, MA, United States
  • Austin, TX, United States

VP, Customer Success

This is an opportunity to ensure excellent customer experiences by implementing health motions that result in customer retention and growth. If you are excited by the chance to help evolve customer experience and engagement in a growing cybersecurity company where we are committed to putting the customer first, let’s talk!

About the Team

In this role, you will be responsible for our customer success strategy & execution as well as managing key operational metrics & goals. Working closely within the GTM organization, product, marketing & operations you are a voice and advocate for the customer, influencing where appropriate process and system changes are needed to continuously improve the customer experience to ensure high customer adoption & retention. You have a customer-first approach & understand the importance of building high-performing teams encouraging ongoing learning & development across all levels of the organization.

About the Role

In this role, you will:

  • Have ownership and accountability for leading our Global Customer Success team

  • Drive Customer Success outcomes - increase renewal rates and reduce churn; influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores; and drive new business growth through greater advocacy and reference-ability

  • Provide the direction to implement strategies & processes to deliver a best-in-class customer experience while enabling profitable revenue growth at scale

  • Partner closely with our Sales teams to identify & implement thoughtful growth strategies to identify & drive expansion opportunities within our existing customer base

  • Provide excellent people leadership to ensure that we hire, train, and develop our teams - such that they consistently set the highest standard for the experience they give our customers and are personally and professionally fulfilled by their work

The skills you’ll bring include:

  • Customer Focus: Deep passion for customer success, coupled with a driving motivation to solve their problems and continually improve their experience - you are a customer advocate of the highest order

  • 10+ years of experience in customer-facing leadership; with proven experience leading a Global Customer Success organization, including responsibility for retention

  • Previous experience in helping organizations transition from on-premise to Cloud support is highly desired.

  • Proven ability to develop strong working relationships cross-functionally and an ability to lead with influence

  • Leadership/Management skills including development of talent, strategic planning, budgeting, operation/process focus, problem-solving, and creative thinking

  • Results focused with an ability to understand & identify risk in customer base and manage to forecast 

  • Prior experience working within a channel motion a plus

We know that the best ideas and solutions come from multi-dimensional 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.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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