Cloud Customer Success Manager - InsightCloudSec (Massachusetts) at Rapid7

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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

Job Description

We have great opportunities for experienced customer success managers with a passion for driving cloud infrastructure adoption and customer success. This role represents a single point of ownership for our enterprise InsightCloudSec customers facilitating technical, operational and commercial activities. InsightCloudSec Customer Success Managers deliver value through a deep understanding of the customer cloud strategies, technical/operational requirements, and priorities of key stakeholders across security, IT, compliance and product teams. Customer Success Managers bring the full scope of InsightCloudSec's automation software to bear on customer security, cost and governance requirements. 

Responsibilities

  • Customer on-boarding - facilitate the transition from the sales process to the customer success team 

  • In partnership with the customer, establish and track key metrics of success to measure value delivered and customer satisfaction 

  • Develop proactive account strategies and solutions that expand the use of our software thereby growing value for the customer and revenue for Rapid7

  • Build key customer relationships from executive sponsors to operational stakeholders to hands-on technologists; turn key InsightCloudSec users into strong advocates 

  • Capture customer success stories, case studies and leverage customer relationships to benefits ongoing sales and marketing activities 

  • Leverage a deep understanding of the InsightCloudSec software to drive value at the customer 

  • Identify, validate and prioritize customer requirements and requests to feedback into the InsightCloudSec product development and business process improvements 

  • Manage contract renewals and upgrades 

Qualifications

  • BA/BS or advanced degree in business and/or computer sciences 

  • 4+ years of experience in commercial enterprise account management for technology products (we work primarily with enterprise technology teams) 

  • Strong track record of responsiveness, problem-solving, exercising good judgment and focusing on customer success 

  • Unique ability to communicate a variety of messages to a variety of audiences 

  • Knowledge and hands-on expertise with public cloud technologies such as AWS is required 

  • Architecture Certification with at least one major Public Cloud provider (AWS, Azure, or Google) is required 

  • Experience in a fast-growing, technology startup work environment 

  • Self-motivated, collaborative, high-energy and diligent work ethic 


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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 in downtown Austin, with plenty of restaurants, bars, and public transport close by.

An Insider's view of Rapid7

What’s the vibe like in the office?

It has all the perks of a startup but well structured, goal driven, and supported growth as an employee from start to finish. Several places to relax or wind down after a call, and working in one of the most iconic buildings downtown. Welcome to the Austin office!

Chris

Customer Success Representative

What are some things you learned at the company?

It’s not just the customer who benefits from the culture of compassion. Internally, Rapid7 employees look out for each other and work together to solve problems. Oftentimes, this ends up helping all parties.

Becky

Senior Manager, Customer Success Management

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
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
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
Some Meals Provided
Employees get free lunch during quarterly in-office Town Halls and some team meetings.
Happy Hours
Parking
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Promote from within
Continuing Education stipend
Variable.
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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