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Customer Success Advisor

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Rapid7

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Location:
Australia , Melbourne

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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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:

  • Minimum of 3 years of experience in Customer Success or Service Delivery Role
  • 3 years + SaaS experience, including technical knowledge in any one of these areas, Vulnerability Management/Cloud/Threat Intel/Managed Security Services (highly preferred)
  • Able to conduct platform walkthroughs/advising on best practices on any of the above disciplines
  • Technically-driven advisor dedicated to guiding customers through cybersecurity maturity, from initial adoption to realised business value
  • Ability to understand technical concepts and communicate to technical and non-technical audiences
  • Domain Knowledge: Professional-level understanding of at least one core area: Vulnerability Management, Cloud Security (CSPM), Threat Intelligence, or Detection and Response services.
  • Passionate about service and support
  • seeks to achieve extraordinary and impactful results through tenacious and creative problem solving.
  • Assertive but empathetic in nature
  • able to assist customers toward strategic goals through a combination of persuasion and rapport.
  • Ability to collaborate cross-functionally with a variety of customer facing teams
  • Energised by connecting and building long-lasting relationships with customers
  • Exceptional multi-tasking abilities and organization skills.
  • Detail-oriented – able to capture proper information correctly and accurately.
  • 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.
  • Experience working within a Channel/Partner-led sales model.
  • Understanding of CyberSec industry frameworks and standards such as NIST800-53, ISO27000, ASD E8, CPS-234 etc

Additional Information:

Job Posted:
March 04, 2026

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