Manager, Customer Success Engineering

| Greater Boston Area
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Job Description

 

Company Description 

Rapid7 is breaking down silos and transforming how Security, IT, and DevOps teams work together to drive secure innovation. Our analytics and automation cloud, Rapid7 Insight, provides the shared visibility, intelligence, and connected workflow these teams need to manage the vulnerabilities, threats, and performance issues that put their organizations at risk. With more than 9,100 customers across 120 countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture.

Developing meaningful customer partnerships is not just something we talk about at Rapid7 - it’s a core value in everything we do. From product development to sales, marketing and support, providing our customers with better outcomes in protecting and securing their organizations is our mission.

 

The Opportunity 

This key role within our Customer Achievement organization, reporting to the Director, Technical Customer Success management, will be responsible for leading a team of Customer Success Engineers, building the operational processes needed to support that team, along with further defining the Rapid7 Service Offering. Ultimately this role directly supports Rapid7’s business outcomes of strong Client Health, excellent product adoption, high renewal rates and world class customer satisfaction scores

 

The ideal candidate will have a proven track record of managing teams through change, building scalable business solutions along with outstanding solution engineering knowledge in the Security Operations field. 

 

 

Essential Responsibilities 

  • Build and manage a team of highly skilled engineers

  • Advise on security best practices as they relate to Rapid7 technologies

  • Experience developing new service offerings that align directly with customer objectives and outcome

  • Own key metrics for your team including client health, product adoption, client satisfaction and renewal rates 

  • Build and support a high-energy, customer-focused culture 

  • Personally manage escalations and negotiations alongside your direct reports 

  • Work cross-functionally to advocate for customer needs and ensure proper company alignment in support of these accounts

  • Work with Rapid7’s various pre/post sales team stakeholders on defining success criteria and project plans for highly customized product and program deployment

  • Construct creative, solution-based approaches to architecture design, implementation and production roll-out

  • Help facilitate value proposition for customers in collaboration with Customer Success Managers, Account Executives and Sales Engineers.

Job Requirements 

  • Bachelor’s degree (Computer Science, Management Information Systems, a similar technical field) or equivalent experience

  • Experience communicating highly technical concepts to a non-technical audience

  • Experience working cross-functionally, learning and developing meaningful internal relationships to drive customer success

  • Ability to build and maintain meaningful customer relationships in the pursuit of driving impeccable customer satisfaction

  • Unrelenting passion for customer satisfaction, security technology, and innovation

Preferred Qualifications: 

  • Experience developing new service offerings that align directly with customer objectives and outcomes

  • Experience with cloud technologies and platforms; Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform (GCP), etc.

  • Experience with Security best practices

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • DjangoFrameworks
    • ExpressFrameworks
    • FlaskFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • TensorFlowFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM

Location

Rapid7 is conveniently located between the North End and West End of Boston, with plenty of restaurants, bars and public transport close by.

An Insider's view of Rapid7

What does your typical day look like?

For the majority of the day it’s a mix of weekly check-ins with various teams, project updates, and the occasional brainstorm.

When I’m not in meetings I’ve got headphones in while planning, writing, or designing — at my desk or perched somewhere around the office.

Grace

Senior Brand Storyteller

What are some things you learned at the company?

When we talk about being a moose and impact together, what we are saying is that we support each other on our journey forward. We actively look for ways to collaborate, strengthen our ideas and learn from each other, no matter what department you may be in at Rapid7.

David

Global Director of Sales Engineering

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Once a year, Rapid7 offices across the globe close for the day so employees can volunteer.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Rapid7 is led by a diverse management team that represent the security community we serve. We believe that we all have a responsibility to continuously improve our DE&I efforts.
Unconscious bias training
We believe in continuous learning, our in-house trainers conduct consistent diversity trainings. We advocate for diverse thinking and strive to cultivate a workforce that mirrors the best minds.
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
We have so many amazing and organically created employee resource groups! These internal Rapid7 communities allow for an authentic experience where diverse employees and allies can come together.
Hiring Practices that Promote Diversity
We've taken the Parity Pledge, we reinforce strategic recruitment, we are committed to diversity partnerships, and we understand the importance in training around unconscious bias.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Our remote work program includes full-time remote for specific positions, Work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Our employees receive unlimited hours per year of paid volunteer time.
Paid Holidays
Paid Sick Days
Employees receive unlimited hours per year of paid sick leave.
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Stocked Kitchen
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Some Meals Provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Happy Hours
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Variable.
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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