About Rapid7

Rapid7 (Nasdaq: RPD) is advancing security with visibility, analytics, and automation delivered through our Insight cloud. Our solutions simplify the complex, allowing security teams to work more effectively with IT and development to reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. Over 9,300 customers rely on Rapid7 technology, services, and research to improve security outcomes and securely advance their organization. For more information, visit our website, check out our blog, or follow us on LinkedIn.

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