Customer Onboarding Specialist

| Boston

The right candidate will thrive in a dynamic environment, contribute innovative ideas, demonstrate effective project management skills and assist customers in maximizing value in the first 90-days after purchasing Rapid7 solutions. The Onboarding Specialist is responsible for leading the onboarding of new solution deployments to ensure that they are successfully launched. This candidate will work very closely with both the pre-sales and post-sales teams to ensure an effective transition while delivering a smooth customer experience. An exceptional Onboarding Specialist appreciates the importance of demonstrating value in the tools, helping customers achieve early wins and setting aspirational goals. A strong interest in the security industry is key to success, as it the ability to interface confidently with technical professionals at all levels of an organization. 


  • Lead and project manage the onboarding of customers and ensure that they are successfully launched 
  • Demo product and features to increase adoption
  • Empower customers to expand their usage of Rapid7 solutions, including developing and sharing best practices to drive adoption and ROI for customers 
  • Define success criteria with customer and measure performance against those goals 
  • Adapt to unforeseen circumstances and ensure high communication standards both internally and externally to ensure that expectations are set properly 
  • Document findings from customer interactions and share updates with internal stakeholders 
  • Manage escalations and technical issues to effectively address any customer satisfaction concerns and manage through resolution 
  • Create and maintain customer loyalty by serving customers above and beyond their expectations 
  • Exercise judgment in decision-making in order to routinely deliver top-notch customer support
  • Demonstrate technical knowledge and aptitude throughout all customer interactions

Minimum Requirements

  • Very good ability to handle multiple tasks and prioritize work in order to maintain required high level of customer service 
  • Exceptional organizational skills 
  • Excellent project management skills 
  • Ability to understand and communicate technical details
  • Assertive but empathetic in nature; able to drive internal and external customers toward strategic goals through a combination of persuasion and rapport 
  • Detail-oriented – able to capture proper information correctly and accurately 
  • Demonstrates basic problem solving abilities, coupled with a desire to take on responsibility 
  • Confident self-starter who gets things done with minimal oversight 
  • Excellent verbal and written communication skills 
  • Superior follow-through - consistently delivering what you say you will 
  • Ability to build trust and credibility with customers by providing creative solutions 
  • Highly skilled at communicating with technical people, both internally and externally
  • Passionate about service and support – seeks to achieve extraordinary results as part of a high energy & dynamic team 
  • 2-4 years of Project Management, Customer Success, Sales, or Customer Training experience
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100 Summer Street 13th Floor, Boston, MA 02110
100 Summer Street 13th Floor, Boston, MA 02110

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