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.
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.
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.
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
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