Job Overview:

Rapid7 is seeking to add a rock star Customer Success Operations professional to our growing organization. We are looking for a driven, highly motivated and experienced individual to lead business transformation and operational support with our Customer Success organization. S/he has a strong analytical mindset, process oriented approach, strong project management skills and entrepreneurial attitude to lead customer experience and operations transformation efforts. Reporting to the Director of Business & Customer Operations, this individual will be partnering across the organization to identify and influence business decisions and strategy that will help scale our organization and customer engagement. Key responsibilities of this role also include driving operational improvements, annual planning, incentive compensation, forecasting, territory planning, management reporting and high level analytics. Each of these responsibilities is critical to Rapid7’s success and involves working closely with stakeholders in Sales, Marketing, IT, Finance, Support and People Strategy to help the Customer Success organization. This role requires a mixture of business acumen, entrepreneurial mindset and technical expertise, along with an ability to build strong partnerships with business partners. Success in the role will require a self-starter with strong initiative and a passion for collaborating with others to solve problems.

Job Responsibilities:

• Proactively surface, coordinate and drive new ideas to improve business processes, operational systems and policies in order to help the business scale
• Partner with Customer Success team and cross-functional teams to develop and operationalize strategies to reduce churn, drive up-sell, and increase product adoption
• Analyze customer behavior, churn, renewals, upsells and customer support issues to drive strategies around retention and customer engagement
• Interact and support the Customer Success team daily by partnering to improve the effectiveness and efficiency of renewals, upsells and customer support
• Drive annual incentive compensation planning and on-going management of compensation plans to ensure incentive compensation plans align with the company’s strategy
• Lead capacity planning to ensure resources are leveraged most effectively; build and maintain headcount, capacity planning and productivity models
• Lead data analysis and management of operational metrics for the businesses
• In partnership with Business Intelligence and Analytics team, develop and refine operational dashboards and proactively monitor KPIs and provide insights and actions to leadership team
• Assist with key Customer Success planning activities during planning and budgeting cycle
• Understand the customer lifecycle and provide insights to business partners to drive product adoption and increasing customer satisfaction
• Ad-hoc analysis as required to aid management decision making

Job Qualifications:

• 5-7+ years direct experience in Customer Success or Sales Operations preferably at a high-tech or software company; SaaS experience a plus
• BA/BS degree in business or related field; MBA preferred
• Proficiency Microsoft Office Suite, specifically strong in Excel and PowerPoint. Experience in SalesForce a plus
• Willing to roll up your sleeves, and pick up the shovel.
• Quick learner, curious and strong analytical skills; ability to dig into data, surface actionable insights and sound decision-making skills
• Ability to collaborate cross-functionally in fast paced, changing and dynamic environment
• Excellent analytical and problem solving skills, combined with strong business judgment and ability to present analysis in a clear and compelling manner
• In-depth understanding of Sales processes and systems (sales cycles; customer lifecycle, renewals, account, territory, etc.)
• Experience working in high-growth, performance and impact driven environment
• Results oriented, attention to detail, ability to prioritize multiple objectives and projects
• Ability to manage own workload, work efficiently, and meet deadlines
• Successful track record of working at all levels of management and sales teams
• Excellent interpersonal and communication skills within all areas including verbal and written are required