Senior Customer Success Manager

About the Role
As a Senior Customer Success Advisor (CSA) at Rapid7, you will act as a trusted advisor to our customers, helping them maximise the value of their investment in Rapid7's cybersecurity products and solutions. Leveraging your industry knowledge and expertise, you will work closely with key stakeholders-from CISOs to technical users-to drive meaningful business outcomes, foster customer loyalty, and secure renewals.
About the Team
Our Customer Success team is central to ensuring the satisfaction and success of our customers. As a Senior CSA, your mission is to turn customers into advocates by building strategic relationships, aligning on success plans, and guiding them through their cybersecurity journey. You'll work cross-functionally with teams across Rapid7 to ensure a seamless and valuable customer experience.
Key Responsibilities
Relationship Management

• Build and maintain long-term relationships with key stakeholders including technical teams, project managers, and C-level executives.
• Orchestrate strategic touchpoints such as weekly status meetings and Executive Business Reviews.
• Serve as the main point of contact for customer communications, resolving issues and identifying growth opportunities.

Product Expertise

• Demonstrate a strong understanding of Rapid7's product suite and value drivers.
• Guide customers in navigating and optimising their product usage.
• Provide resources and training to help customers fully adopt platform features.

Domain Expertise

• Stay current on cybersecurity trends, frameworks, and technologies.
• Act as a trusted advisor and go-to resource for your assigned customers.

Customer Advocacy

• Represent the voice of the customer internally to influence product development and customer experience enhancements.
• Collaborate with Sales, Marketing, and Product teams to deliver aligned and impactful customer outcomes.

Risk Mitigation

• Proactively identify and address risks that may impact customer satisfaction or retention.
• Monitor usage data to spot early signs of churn and act accordingly.

Performance Metrics

• Track and report on customer success KPIs including satisfaction scores, product usage, retention, and upsell potential.

What You'll Bring

• 5-6+ years' experience in Customer Success, Account Management, or Consulting-ideally within a high-tech or SaaS company, and preferably in cybersecurity.
• Strong communication skills-both written and verbal.
• Proven interpersonal and stakeholder management abilities.
• Technical deployment and configuration experience.
• Familiarity with cybersecurity frameworks and concepts.
• Solid project management and prioritisation skills.
• Ability to translate technical solutions into business value and ROI for customers.
• A problem-solving mindset and experience navigating complex customer environments.
• Relevant certifications such as A+, Network+, Sec+, Cloud+, CCSP, etc.
• Experience with customer success platforms and tools is a plus.

Why Join Us?
We believe great ideas and impactful solutions come from diverse, collaborative teams. If you're excited about this opportunity and feel you can make a difference, we'd love to hear from you-even if you don't check every single box.
About Rapid7
Rapid7 (NASDAQ: RPD) helps organisations around the world protect what matters most so innovation can thrive in a connected world. Our technology, services, and community-driven research simplify security for over 10,000 customers in more than 140 countries.
We're proud to be recognised for both our technology and our culture. Join us on our mission to make security more accessible, more usable, and more impactful.