Manager, Customer Success Management at Rapid7

| Greater Boston Area
Sorry, this job was removed at 6:12 a.m. (EST) on Friday, February 5, 2021
Find out who's hiring in Boston.
See all Sales jobs in Boston
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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 9,000 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 Enterprise Customer Success organization, reporting to the Director of Enterprise Customer Success management, will be responsible for leading a team of Sr. Customer Success Managers in the care, retention, and growth of our customers. This population of customers represents a significant portion of Rapid7’s annual recurring revenue, and this person will help to design and execute on our customer relationship strategy that is focused on driving high retention (90%+) and expansion across a highly diverse and large percentage of Fortune 500 brands.

The ideal candidate has experience in working with a large volume of customers in both proactive and reactive manners, participating in and driving cross-functional programs focused on improving customer experience, and has a proven track record for coaching and advancing their team to high standards of excellence. This leader has a passion for solving problems, is devoted to operational and engagement improvements, and is committed to developing the skills of their team.

Essential Responsibilities 

  • Predictably manage recurring revenue and deliver high on-time renewal rates 

  • Own key metrics for your team including renewal forecast, activity management, upsells, adoption, and churn 

  • Guide adoption practices with the goal of driving increased value realization and decreased time-to-value from our solutions 

  • Recruit, coach, motivate and manage a high performing team 

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

  • Personally manage escalations and negotiations alongside your direct reports 

  • Define and oversee the lifecycle process and touch points of high volume customers 

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

Job Requirements 

  • Proven experience leading a Customer Success team for a rapidly growing SaaS company 

  • Strong analytic and strategic thinking – able to take complex customer concerns and orchestrate resources and tactics to address them 

  • A solid professional, with a minimum of 8 years experience in a B2B client facing role managing a high performing team (professional services, sales, CSM, or account management) 

  • Be able to travel up to 20% of the time to customer meetings or remote offices

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

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
More Jobs at Rapid767 open jobs
All Jobs
Finance
Data + Analytics
Design + UX
Dev + Engineer
HR + Recruiting
Marketing
Operations
Product
Project Mgmt
Sales
Content
HR + Recruiting
new
Boston
HR + Recruiting
new
Boston
Developer
new
Boston
HR + Recruiting
new
Boston
Sales
new
Boston
Data + Analytics
new
Boston
HR + Recruiting
new
Boston
Operations
new
Boston
Project Mgmt
new
Boston
HR + Recruiting
new
Boston
HR + Recruiting
new
Boston
Product
new
Boston
Operations
new
Boston
Sales
new
Boston
Operations
new
Boston
Developer
new
Boston
Design + UX
new
Boston
Operations
new
Boston
HR + Recruiting
new
Boston
Marketing
new
Boston
Sales
new
Boston
Operations
new
Boston
Operations
new
Boston
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Rapid7's full profileSee more Rapid7 jobs