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Customer Success Advisor

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Rapid7

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Location:
Australia , Melbourne

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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Job Description:

Rapid7 is seeking a Customer Success Advisor who will provide best in class customer experiences and be a strong partner for our customers at every stage of the customer lifecycle. We’re focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues and helping the sales team with upsells and renewals.

Job Responsibility:

  • Work closely with our regional partners to provide excellent service for their end users and ensure a tight communication and relationship in maintaining and driving regional revenue
  • Drive customer awareness of product features and Rapid7 services aligned to business outcomes, to maximise the adoption and realised value of their purchased solutions
  • Develop and maintain strong, multi-level relationships with each customer, ensuring that Rapid7 solutions support the ongoing needs and security objectives for each customer
  • Engage in consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth
  • Conduct quarterly business reviews to ensure successful outcomes from Rapid7 solutions
  • Review executive dashboards and program status, continually measuring and monitoring customers’ health metric and KPIs
  • Solidify your position as a trusted advisor with all customers and drive continued value of our products and services
  • Consistently achieve quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention
  • Recognise expansion opportunities and effectively qualify them for Sales counterparts to bring to closure
  • Effectively manage reactive customer requests and anticipate their needs
  • Daily communication with internal and external customers
  • Manage all customer information – including updates on key contacts, new and existing quotes, and purchase history

Requirements:

  • 3+ years of experience in Customer Success, Service Delivery, or a similar customer-facing role, ideally within a SaaS environment
  • Technical knowledge in at least one cybersecurity domain such as Vulnerability Management, Cloud Security (CSPM), Threat Intelligence, or Detection & Response services (preferred)
  • Ability to guide customers through platform capabilities, best practices, and cybersecurity maturity journeys, from initial adoption to realised business value
  • Strong communication skills, with the ability to translate complex technical concepts clearly to both technical and non-technical audiences
  • Cross-functional collaboration, partnering effectively with Sales and other customer-facing teams to drive positive customer outcomes
  • Accountability and ownership, proactively managing customer needs and ensuring commitments are delivered with high quality and attention to detail
  • A customer-first mindset, with a passion for service, creative problem solving, and building long-lasting customer relationships
  • Strong organisational skills with the ability to manage competing priorities while maintaining accuracy and consistent quality
  • Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success

Nice to have:

  • Familiarity with the MITRE ATT&CK framework or NIST Cybersecurity Framework
  • Understanding of CI/CD pipelines or basic scripting (Python/Bash) for security automation
  • Understanding of CyberSec industry frameworks and standards such as NIST800-53, ISO27000, ASD E8, CPS-234 etc
  • Experience working within a Channel/Partner-led sales model

Additional Information:

Job Posted:
March 20, 2026

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