IntSights - Customer Success Manager (Massachusetts) at Rapid7
The IntSights (A Rapid7 Company) Customer Success Managers are the backbone of our relationships with our customer base. They are responsible for managing a defined book of business to ensure their customers successfully deploy, adopt, and maintain Rapid7 solutions and continue to renew their licenses year-over-year. Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals, identify upsell and cross-sell opportunities, and drive customer loyalty. An exceptional Customer Success Manager strives to understand our customer’s security needs and how Rapid7 can help them to achieve their goals.
We are looking for a Customer Success Manager to own and manage our clients in the Americas to ensure IntSights delivers the best value to their business needs and challenges.
Orchestrate overall relationships with assigned clients, which will include: Growing adoption, ensuring retention, and happiness
Work with clients to build Customer Success Plans, establish critical goals, and aid the customer in achieving their objectives.
Establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards and program status.
Cement yourself as a trusted/strategic advisor with customers and drive continued value of our products and services.
Work closely with the account team to find opportunities for new usage of the product across organizational functions.
Work to identify and/or develop upsell opportunities
Provide insight with respect to the availability and applicability of new products and features.
Act as the IntSights liaison for IntSights technical inquiries, issues, or escalations. This will include working with IntSights Support, Product Management (i.e. roadmaps), or others as needed
Maintain Current functional and technical knowledge of the IntSights platform and future products
At least 5 years in a related function with direct customer advocacy and engagement experience in post-sales or professional services functions in Fortune-500, mid-tier, start-up companies, or Public Sector organizations.
Confirmed ability to drive continuous product value
Experience developing product use-cases with customers
You will be a strong teammate, but still a self starter
Since this role is customer facing, you will possess exceptional verbal, written, social, presentation, and interpersonal skills.
Good technical skills coupled with the ability to provide a quick resolution to problems
Prior experience conducting workshops with customers and discussing the pros and cons of implementing various technologies and business value.
You have played in the Enterprise and/or Cloud Software space.
Experience navigating and steering customer engagements to completion with a high level of customer happiness.