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Rapid7 Logo Rapid7 · IT - Software Development

Senior Customer Success Advisor

United States, Boston Employment contract 88700.00 - 119900.00 USD / Year · Job Posted May 05, 2026
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Job Description

As a Senior Customer Success Manager (CSM) at Rapid7, you will act as a trusted advisor to our customers, leveraging your cybersecurity expertise and deep knowledge of Rapid7 products to help them maximize the value of their investment. You will play a critical role in driving customer outcomes, strengthening relationships, and ensuring long-term success and retention.

Job Responsibility

  • Build and maintain strong, long-term relationships with stakeholders across all levels, including technical teams, project managers, and C-level executives
  • Orchestrate key customer touchpoints, from weekly status meetings to Executive Business Reviews (EBRs)
  • Serve as the primary point of contact, addressing questions, resolving issues, and proactively identifying opportunities for improvement
  • Develop a deep understanding of Rapid7’s products and their key value drivers
  • Guide customers in optimizing product usage to achieve their security and business objectives
  • Provide education and resources to help customers fully leverage platform capabilities
  • Stay current on cybersecurity trends, technologies, and best practices
  • Act as a trusted advisor, helping customers navigate evolving security challenges
  • Advocate for customer needs internally, helping to influence product enhancements and improvements
  • Partner cross-functionally with Sales, Product, Marketing, and Support teams to deliver a seamless customer experience
  • Identify and proactively address risks within customer accounts to prevent churn
  • Monitor customer engagement, usage, and health metrics to flag at-risk accounts early
  • Define and track KPIs related to customer success, including satisfaction, product adoption, retention, and growth opportunities
  • Use data-driven insights to guide strategy and improve customer outcomes

Requirements

  • 5–6+ years of experience in Customer Success, Account Management, or Consulting, ideally within a SaaS or high-tech environment (cybersecurity preferred)
  • Strong experience developing and executing customer strategies and success plans
  • Excellent written and verbal communication skills
  • Strong interpersonal skills with the ability to build trust across technical and executive audiences
  • Experience with technology deployment and configuration
  • Familiarity with security frameworks and cybersecurity concepts
  • Strong project management and prioritization capabilities
  • Ability to clearly explain technical concepts and guide customers toward achieving ROI from the platform
  • Strong problem-solving skills and the ability to navigate complex customer situations
  • Relevant industry certifications (e.g., A+, Network+, Security+, Cloud+, CCSP) are a plus
  • Familiarity with customer success tools and platforms is an advantage

Nice to have

  • Relevant industry certifications (e.g., A+, Network+, Security+, Cloud+, CCSP) are a plus
  • Familiarity with customer success tools and platforms is an advantage
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