Customer Success Manager Job at Rapid7 (Tampa)

Job Description

As a Customer Success Manager at Rapid7, you will be a key driver of customer outcomes — helping organizations operationalize their cybersecurity investments, build confidence in the Rapid7 platform, and achieve the security goals that matter most to their business. You will partner with technical teams and security practitioners to guide adoption, resolve challenges, and turn customers into long-term advocates. If you are passionate about making a tangible impact for customers and want to grow your career at the intersection of cybersecurity and customer success, this role is for you.

Job Responsibility

Develop and maintain strong, lasting relationships with key stakeholders across technical teams, project managers, and C-level executives — serving as the primary point of contact and go-to partner for your assigned customers.
Build and execute Success Plans that align each customer’s unique cybersecurity goals to the capabilities of the Rapid7 platform, providing the guidance and support needed to meet those goals and secure renewals.
Orchestrate key customer touchpoints — from weekly status meetings to Executive Business Reviews — ensuring consistent engagement and alignment on customer priorities.
Demonstrate strong product knowledge by helping customers understand, adopt, and optimize their use of Rapid7 solutions, providing advice and educational resources that drive faster time to value.
Advocate for customer needs and feedback internally, collaborating with cross-functional teams including sales, marketing, and product development to ensure a unified approach to customer success.
Proactively identify and mitigate risk by monitoring customer usage patterns, health scores, and engagement signals to address potential churn before it escalates.
Establish and track key performance indicators (KPIs) including customer satisfaction scores, product adoption and health metrics, retention rates, and upsell opportunities.
Stay current on cybersecurity trends, emerging technologies, and the evolving threat landscape to provide informed guidance and act as a trusted advisor to your customers.

Requirements

A customer-first mindset with a genuine passion for helping customers succeed, and the ability to build trusted relationships with technical practitioners and business stakeholders alike.
Strong written and verbal communication skills, with the ability to clearly convey complex concepts and foster commitment from customers and internal partners.
A growth-oriented approach to your craft — staying curious, seeking feedback, and continuously developing your cybersecurity and customer success expertise.
Accountability for your portfolio — owning your customer relationships, proactively surfacing risk, and following through on commitments that drive outcomes.
2+ years of Customer Success, Account Management, or similar experience, ideally in a high-tech or SaaS environment
cybersecurity experience and certifications highly preferred.
Experience developing account strategies and success plans to help customers fully leverage technology solutions.
Prior technology deployment and configuration experience, with the ability to advise customers on adoption and optimization for faster ROI.
Effective project management and prioritization skills, with the ability to manage multiple accounts and competing priorities simultaneously.
A solutions-oriented mentality with the ability to navigate complex customer situations and drive resolution.
Familiarity with customer success platforms and tools such as Gainsight is a plus
industry certifications such as A+, Network+, Security+, Cloud+, or CCSP are also a plus.
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 customer success platforms and tools such as Gainsight is a plus
industry certifications such as A+, Network+, Security+, Cloud+, or CCSP are also a plus.

What we offer

Variable/incentive compensation
equity
benefits (where applicable/eligible)

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Customer Success Manager

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