Senior Customer Success Manager
Company: Rapid7
Location: Boston
Posted on: February 26, 2021
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Job Description:
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. - 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.
Keywords: Rapid7, Boston , Senior Customer Success Manager, Executive , Boston, Massachusetts
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