Senior Customer Success Advisor

• Build and maintain strong long-term relationships with stakeholders across all levels including technical teams project managers and C-level executives.
• Orchestrate key customer touchpoints from weekly status meetings to Executive Business Reviews (EBRs).
• Serve as the primary point of contact addressing questions resolving issues and proactively identifying opportunities for improvement.

• Develop a deep understanding of Rapid7's products and their key value drivers.
• Guide customers in optimizing product usage to achieve their security and business objectives.
• Provide education and resources to help customers fully leverage platform capabilities.

• Stay current on cybersecurity trends technologies and best practices.
• Act as a trusted advisor helping customers navigate evolving security challenges.

• Advocate for customer needs internally helping to influence product enhancements and improvements.
• Partner cross-functionally with Sales Product Marketing and Support teams to deliver a seamless customer experience.

• Identify and proactively address risks within customer accounts to prevent churn.
• Monitor customer engagement usage and health metrics to flag at-risk accounts early.

• Define and track KPIs related to customer success including satisfaction product adoption retention and growth opportunities.
• Use data-driven insights to guide strategy and improve customer outcomes.

• 5-6+ years of experience in Customer Success Account Management or Consulting ideally within a SaaS or high-tech environment (cybersecurity preferred).
• Strong experience developing and executing customer strategies and success plans.
• Excellent written and verbal communication skills.
• Strong interpersonal skills with the ability to build trust across technical and executive audiences.
• Experience with technology deployment and configuration.
• Familiarity with security frameworks and cybersecurity concepts.
• Strong project management and prioritization capabilities.
• Ability to clearly explain technical concepts and guide customers toward achieving ROI from the platform.
• Strong problem-solving skills and the ability to navigate complex customer situations.
• Relevant industry certifications (e.g. A+ Network+ Security+ Cloud+ CCSP) are a plus.
• Familiarity with customer success tools and platforms is an advantage.

What We Do

At Rapid7 our vision is to create a secure digital world for our customers our industry and our communities. We do this by harnessing our collective expertise and passion to challenge what’s possible and drive extraordinary impact. We’re building a dynamic and collaborative workplace where new ideas are welcome. Protecting 11000+ customers against bad actors and threats means we’re continuing to push the envelope - just like we’ve been doing for the past 20 years. If you’re ready to solve some of the toughest challenges in cybersecurity we’re ready to help you take command of your career. Join us.

Why Work With Us

With our products research and open source communities we’re building a secure digital future for everyone. This means constantly learning and evolving in an industry that’s anything but stagnant. You’ll be faced with tough challenges and given the support to find creative solutions that drive our business and your career forward.

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