Position Overview

This key role within our Customer Success organization will be responsible for leading a team of senior Customer Success Managers in the care, retention, and growth of our top 250 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 Strategic customer strategy that is focused on driving high retention (95%+) and maintaining close strategic alignment with these complex customers.

The ideal candidate has extensive experience in working with large customers (F500) in both proactive and reactive manners, participating and driving cross-functional programs focused on improving customer experience, and a has proven track record for coaching and developing their team to high standards of excellence. This leader has a passion for solving problems, is devoted to operational and engagement improvements, and developing the skills of their team. This person is excited to roll up their sleeves and contribute to the team’s goals and evolution.

Responsibilities

• Predictably manage recurring revenue originating from our top customers and deliver high on-time renewal rates
• Guide adoption practices with these strategic accounts with the goal of driving increased value realization and decreased time-to-value from our solutions.
• Own key metrics for your team including renewal forecast, activity management, upsells, adoption, and churn.
• Recruit, coach, motivate, and direct high performing team
• Increase team productivity and impact through vision, creativity, and execution
• Personally manage escalations and negotiations from your direct reports
• Define and oversee lifecycle process and touch points of large customers
• Develop repeatable and scalable methodology for CSMs to deeply understand our large customers’ objectives and provide consultative, team-based advice.
• Work cross-functionally to advocate for customer needs and ensure proper company alignment in support of these strategic accounts 

Desired Skills & Experience

• An experienced winner, who understands both the customer buying process and sales methodology to exceed targets with accurate pipeline management and forecasting.
• A charismatic leader who can attract talent and takes pride in individual and team growth
• Contribute to the end-to-end customer experience, including onboarding, product adoption, and additional product sales.
• A strong communicator who can articulate the needs of the customer and resolve both short and long-term issues
• Build and support a high-energy, customer-focused culture
• Understand success drivers. Develop appropriate metrics and key indicators to drive predictability and identify opportunities for improvement. Communicate results clearly.
• Tightly align with other internal departments such as Technical Support leadership to deliver exceptional proactive and reactive customer service.
• Develop one-on-one relationships with customers. Make decisions and communicate the voice of the customer internally.
• Strong analytic and strategic thinking required – be able to take complex customer concerns and orchestrate resources and tactics to address them
• Adept at using CRM systems such as Salesforce and Netsuite to manage processes
• A solid professional, with minimum of 5 years in software sales experience, including sales or CS management experience Rapid7
• Be able to travel up to 15% of the time to customer meetings or remote offices