Senior Manager, Customer Experience (Customer Health Measurement):

Company Description

Rapid7 (NASDAQ: RPD) is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 9000 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. Learn more at www.rapid7.com

The Opportunity

As a Senior Manager on the Customer Experience team at Rapid7, you’ll be responsible for how we define and measure the health and success of our customers. We’re looking for someone who’s passionate about measuring all aspects of the customer experience including customer usage, engagement, and sentiment to drive action and insights across the organization. Your vision for how we measure the customer experience and build out our programs to support our measurement strategy will be instrumental in how and what we learn from our customers and your insights will shape where Rapid7 focuses its investments in the years to come.

Essential Responsibilities

• Own, develop, and execute Rapid7’s customer health measurement strategy and roadmap; specifically our customer health score and sentiment programs

• Work closely and maintain strong relationships with internal stakeholders, including senior leadership, to understand their key business questions and measurement objectives

• Communicate program findings, accomplishments, and plans to the organization through presentations, dashboards, and executive summaries

• Integrate learnings and implications from customer health data including key sources of customer feedback to drive alignment around insights and actionability of the feedback

• Lead the cross-functional team responsible for analyzing and executing the sentiment program

• Identify and assess new, effective ways to gather, analyze, and act on customer health metrics using advanced research and analytics methodologies

• Identify opportunities to create efficiency in customer health programs in both systems and processes

• Lead a small team focused on program coordination and analysis

Job Requirements/Core Skills

• Bachelor’s degree, preferably in marketing, business analytics or a customer insights/business related field, MBA preferred

• 5+ years of leading customer measurement initiatives, including running NPS and/or CSAT programs, customer health scores and experience working directly with stakeholders to provide valuable insights

• 2+ years in a people management role, including guiding cross-functional teams across skill sets and teams

• Ability to think big picture, while executing with detail and focus

• Excellent verbal and written communication skills are required, including the ability to tell stories with data, articulate priorities and tradeoffs, and create professional presentations.

• Excellent planning and execution skills with proven ability to drive results

• Comfort with a fast-paced environment, thriving on solving the complex