CUSTOMER SUCCESS MANAGER

As a Rapid 7 Customer Success Manager, you will act as a trusted advisor for our customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment.

THE SKILLS YOU’LL BRING INCLUDE:

• 3+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company – ideally cyber security – where you developed strategies and plans on assigned accounts to fully leverage technology solutions.
• Excellent written and verbal skills in both English and German
• Excellent interpersonal and communication skills
• Prior technology deployment and configuration experience
• Strong project management and prioritization abilities
• 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 a plus
  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.

In this role, you will be responsible for:

• Relationship Management:
• 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.
• Product Expertise:
• 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.
• Domain Expertise:
• Stay up-to-date with the latest trends, like-technologies and happenings across cyber security
• Be viewed as a trusted advisor with customers. Be the go-to partner for your set of assigned customers.
• Customer Advocacy:
• 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.
• Risk Mitigation:
• 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.
• Performance Metrics:
• Establish and track key performance indicators (KPIs) related to customer

success, including customer satisfaction scores, product usage/health, retention rates, and upsell opportunities.