Director, Technical Customer Success (Director, Technical Account Management)

Company Description

Rapid7 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 7,400 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

Rapid7’s global team of Technical Account Managers and Customer Success Engineers provides our customers with expert advice, technical assistance, and enablement. We are seeking a senior leader who is capable of scaling our technical customer success services to match Rapid7’s growth and evolving product portfolio. Reporting to the VP of Global Technical Support, this is an opportunity to define the next generation of services as well as build the team and processes required to drive successful outcomes for our customers. If you are passionate about developing people as well as working cross-functionally to deliver value to customers, this could be the role for you!

Essential Responsibilities

• Collaborate with Customer Success Management and other internal stakeholders to drive customer success and provide long-term value for our customer base

• Grow and evolve the portfolio of offerings for Technical Account Management and Customer Success Engineering

• Create and implement a business plan to scale the team to ensure proper customer, geographic and product coverage

• Evolve key processes across the teams to scale and drive customer value

• Manage sales support efforts for the technical customer success service offerings

• Design and implement career development paths for the Technical Customer Success team

• Identify strategic opportunities to utilize and deploy key technical resources in order to drive measurable customer impact

• Define the critical metrics to determine team, business and customer health

• Partner with Finance to manage to targeted financial outcomes

Job Requirements

• 12+ years leading customer-facing technical teams with a track record of customer success

• 5+ years working in product support or product consulting leadership

• Strong leadership and communication skills

• Dedicated cross-functional orientation and ability to build relationships with other leaders and teams

• Experience managing remote teams

• SaaS experience (preferred)

• Security industry experience is a plus