Senior Customer Success Manager - Austin at Rapid7

| Austin
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Position Overview

The right candidate will thrive in a dynamic environment, contribute innovative ideas, demonstrate flexibility, and drive customers towards strategic goals. The Enterprise Customer Success Manager is responsible for managing a defined book of business to ensure our Enterprise-level customers successfully deploy, optimize, and maintain Rapid7 solutions and continue to renew their licenses year-over-year.

CSM’s are the customer relationship leaders that secure long-term relationships, drive adoption of Rapid7 solutions, team with Account Executives to upsell new products and services, drive customer relationships and loyalty, and are highly motivated to providing our clients with the absolute best in service and support. An exceptional CSM strives to understand our customer’s network topography, product deployment, and how Rapid7 aligns with their security protocols. They will strategically align themselves with the customer by deeply understanding their security program and creative account mapping techniques to be in a position to anticipate their needs and optimize the relationship at the Enterprise level.

Responsibilities

- Consistently achieve monthly and quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention.

- Develop and maintain strong, multi-level relationships with F500 customers ensuring that Rapid7 solutions support the ongoing needs and security objectives for each customer.

- Engage in consistent, proactive client meetings to positively impact customer loyalty and revenue growth.

- Partner effectively with Rapid7 teams on driving growth and addressing customer concerns efficiently and decisively

- Effectively manage reactive customer requests and anticipate their needs.

- Daily communication with internal and external customers.

- Provide detailed reports to management regarding task and revenue activity.

- Manage all customer information – including updates on key contacts, new and existing quotes, and purchase history.

Minimum Requirements

- Excel in face-to-face presentations (such as QBRs) at the administrator and C-level

- Passionate about service and support – seeks to achieve extraordinary results as part of a high energy and dynamic team.

- Ability to demonstrate success in managing large Enterprise customers in the Security or Software space

- Strong analytic and strategic thinking required – be able to take complex enterprise deployment concerns and orchestrate resources and tactics to address them

- Assertive but empathetic in nature; able to drive internal and external customers toward strategic goals through a combination of persuasion and rapport.

- Exceptional multi-tasking abilities and organization skills.

- Detail-oriented – able to capture proper information correctly and accurately.

- Superior follow-through. Build trust and credibility with customers by consistently delivering what you say you will.

- Comfortable managing Enterprise relationships over the phone, through email and in person

- Minimum of 4-6 years of experience in client relationship management at the enterprise level

- Be able to travel up to 20% of the time to customer meetings

- Excellent verbal and written communication skills.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • ScalaLanguages
    • SqlLanguages
    • jQueryLibraries
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    • AngularJSFrameworks
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    • ExpressFrameworks
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    • HadoopFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SparkFrameworks
    • SpringFrameworks
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    • CassandraDatabases
    • MongoDBDatabases
    • MySQLDatabases
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    • 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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