Senior Director, Customer Success Job at Rapid7

Senior Director, Customer Success

Rapid7 is seeking a Senior Director of Customer Success to lead the care, retent...

Location

United States

Salary:

189600.00 - 256500.00 USD / Year

Rapid7

Expiration Date

Until further notice

Requirements

A minimum of 10-15 years of experience in B2B client-facing roles with at least 5+ years specifically leading and developing managers or senior-level CSMs
A proven track record of owning and driving retention, expansion, and adoption metrics within large Customer Success organizations
Strong experience handling complex commercial negotiations and high-level customer escalations
Demonstrated ability to design scalable lifecycle frameworks and leverage CRM/CSM platforms to inform strategy
Excellent cross-functional collaboration skills with the ability to influence internal partners and advocate for customer needs
Ability to travel up to 20% of the time for customer meetings or remote office visits

Job Responsibility

Drive key performance indicators including risk identification, activity management, product adoption, and gross/net revenue retention
Recruit, coach, and motivate a high-performing team, building a customer-focused culture rooted in accountability and measurable impact
Implement scalable processes, dashboards, and reporting cadences to support data-driven decision-making and sustainable growth
Partner with Sales, Product, and Support to influence process improvements and collaborate on expansion strategies based on customer insights
Provide hands-on leadership in complex account scenarios, modeling executive presence during high-level negotiations alongside direct reports
Develop repeatable, consultative methodologies that enable CSMs to deeply understand and deliver on customer objectives

Fulltime

Senior Director, Customer Success

Rapid7 is seeking a Senior Director of Customer Success to lead the care, retent...

Location

United States

Salary:

189600.00 - 256500.00 USD / Year

Rapid7

Expiration Date

Until further notice

Requirements

A minimum of 10-15 years of experience in B2B client-facing roles with at least 5+ years specifically leading and developing managers or senior-level CSMs
A proven track record of owning and driving retention, expansion, and adoption metrics within large Customer Success organizations
Strong experience handling complex commercial negotiations and high-level customer escalations
Demonstrated ability to design scalable lifecycle frameworks and leverage CRM/CSM platforms to inform strategy
Excellent cross-functional collaboration skills with the ability to influence internal partners and advocate for customer needs
Ability to travel up to 20% of the time for customer meetings or remote office visits

Job Responsibility

Drive key performance indicators including risk identification, activity management, product adoption, and gross/net revenue retention
Recruit, coach, and motivate a high-performing team, building a customer-focused culture rooted in accountability and measurable impact
Implement scalable processes, dashboards, and reporting cadences to support data-driven decision-making and sustainable growth
Partner with Sales, Product, and Support to influence process improvements and collaborate on expansion strategies based on customer insights
Provide hands-on leadership in complex account scenarios, modeling executive presence during high-level negotiations alongside direct reports
Develop repeatable, consultative methodologies that enable CSMs to deeply understand and deliver on customer objectives

Fulltime

Senior Director of Customer Success Marketing

Microsoft’s Commercial Cloud & AI Marketing team is at the forefront of shaping ...

Location

United States , Redmond

Salary:

155800.00 - 277200.00 USD / Year

Microsoft Corporation

Expiration Date

Until further notice

Requirements

Master's Degree in Marketing, Computer Science, Business or related field AND 6+ years experience in business
OR Bachelor's Degree in Marketing, Computer Science, Business or related field AND 8+ years experience in business
OR equivalent experience
6+ years people management experience
Master's Degree in Marketing, Computer Science, Business or related field AND 12+ years experience in business
OR Bachelor's Degree in Marketing, Computer Science, Business or related field AND 15+ years experience in business
OR equivalent experience
8+ years people management experience
10+ years of experience in product marketing, program management, or cloud strategy roles
Proven success leading high-performing and happy marketing teams

Job Responsibility

Lead marketing strategy and execution for Cloud & AI Customer Success
Establish Azure Customer Success vision, approaches and principles and define how they contribute to key moments in the customer journey
Own the inbound and post‑purchase customer journey—from first deployment through optimization—using self‑serve guidance, in‑product experiences, and digital lifecycle marketing
Drive product marketing for Azure Accelerate, Azure Essentials, Pricing, and MDF, ensuring alignment with solution plays and business priorities
Integrate pricing clarity and customer/partner feedback into messaging, guidance, and sales/partner readiness content to ensure messaging reflects real needs and drives adoption
Champion product truth for Azure Essentials guidance, including the Cloud Adoption Framework (CAF), Well‑Architected Framework (WAF), and reference architectures (prescriptive designs that show customers how to deploy Azure successfully) by partnering with engineering and Azure product marketing (PMM) and leveraging AI to increase customer adoption and engagement with Azure
Collaborate to create messaging for key customer success elements and build scalable, repeatable customer success motions that drive adoption, usage, and long‑term value across segments
Build and scale AI‑assisted customer success systems—using automation and agents to deliver clearer guidance, faster onboarding, and better customer outcomes
Manage MDF impact by collaborating to define and execute mutually beneficial projects across marketing, engineering, sales and our silicon partners
Track and optimize business health using Azure Consumed Revenue (ACR) mix & acceleration, Marketing ROI, Web metrics, and product metrics related to customer health, resilience and security

Fulltime

Director, Customer Success - EMEA

Location

United Kingdom , London

Salary:

Not provided

Smartsheet

Expiration Date

Until further notice

Requirements

8+ years of management experience in Customer Success, Professional Services, or related disciplines for a global B2B tech, SaaS or enterprise software business
Experience using and or a strong desire to deeply understand Smartsheet’s benefits, use cases, and business and technical elements
Experience successfully working cross organisationally with senior leaders
Experience in growing teams in new markets, managing budgets and successfully scaling teams
Strong leadership, business development, organization, team building and management, communication (verbal, written and presentation), negotiation and interpersonal skills
Strong analytical skills with an aptitude for translating quantitative and qualitative data into actionable plans
Experience establishing and growing relationships with all levels within enterprise organizations
line managers, S-level, and C-suite
Experience driving both low-touch and high-touch customer engagement activities to success, including management of customer issues and escalations
Demonstrated ability to design and implement processes

Job Responsibility

Lead an EMEA Customer Success organization centered on guiding customers through AI-powered transformation, unlocking measurable business outcomes through the Smartsheet portfolio, including it’s AI capabilities
Understand, contribute and successfully translate mission, vision and values into actionable goals and objectives for the Customer Success organization
Hire, manage, develop and grow leaders and individuals on the Customer Success team which are empowered to own and grow our business
Develop your team's AI expertise and equip them to coach customers on AI adoption roadmaps that align with strategic priorities
Responsible for enabling the coaching, mentoring and training needs of the EMEA Customer Success team, ensuring a strong focus on quality customer experience
Maintain and enhance a strong, collaborative, effective and supportive culture within the team, amongst their peers and senior leadership
Partner with Product, Marketing, and Sales to drive EMEA's AI-first go-to-market strategy and positioning
Experience working creating a consistent customer journey for a Commercial and/or Enterprise book of business that drives positive customer satisfaction, referrals, and account growth
Work cross-functionally and cross-culturally to identify company goals, objectives and benchmarks for customer conversions and advocacy
Lead the team in annual and quarterly planning to achieve retention and engagement targets and Customer Success initiatives with a focus on customer impact and revenue growth

What we offer

Employer-paid Private Medical and Dental, additional cost for family members
Monthly contributions toward your pension
Monthly stipend to support your work and productivity
25 days paid for Holiday + Bank Holidays + Flexible Time Away Program
20 weeks fully paid Maternity Leave
12 weeks fully paid Paternity/Adoption Leave
Personal paid Volunteer Day to support our community
Opportunities for professional growth and development including access to Udemy online courses
Company Funded Perks including a counseling membership, salary sacrifice options, and your own personal Smartsheet account
Teleworking options from any registered location in the UK (role specific)

Fulltime

Customer Success Director

We are on the look out for a dynamic Customer Success Director to lead our EMEA ...

Location

United Kingdom , Surrey, Greater London

Salary:

Not provided

Retail Insight

Expiration Date

Until further notice

Requirements

You’ve worked with enterprise level Customer Success teams before (ideally at Director level or close to it)
You know how to balance customer experience with commercial impact
You’re hands-on when needed but equally strong at setting direction
You actually enjoy building teams and helping people level up
Previous work in SaaS, retail or data/analytics
Fluency in multiple languages is a big hit for us

Job Responsibility

Acting as our biggest advocate and go to person across our EMEA client base
Owning retention, growth and customer health across the region
Building strong relationships with senior stakeholders (think Director / VP / C-suite)
Spotting opportunities to grow accounts and working closely with Sales on expansion
Shaping how we do customer success. Things like processes, lifecycle, how we engage clients etc
Keeping a close eye on the data (NPS, churn, adoption etc.) and using it to improve things

What we offer

Flexible Working
Time Off (25 days annual leave + bank holidays, extra day off for birthday, summer hours)
Learning & Development (access to courses, career progression plans)
Health & Wellbeing (Private Medical Insurance, healthcare cash plan, mental health support, workspace assessment)
Giving Back (paid volunteer days, charity donation matching, Give as You Earn)
Extra Perks (car purchase scheme, gym discounts)

Fulltime

Director, Customer Success

Are you a seasoned customer success leader with a passion for building relations...

Location

United States , Boston

Salary:

112000.00 - 204000.00 USD / Year

SOPHiA GENETICS

Expiration Date

Until further notice

Requirements

Advanced degree in Life Sciences, Business, or a related field (PhD and/or MBA are a plus)
8+ years of professional experience in strategic management and consulting
life sciences, diagnostics, or medtech highly desirable
2+ years of people management experience
Complete fluency in the local language with excellent written and oral English
additional languages are a plus
Proven ability to solve complex problems and create engaging presentations that drive change
Self-motivated, positive, and passionate with a strong work ethic
Team-oriented with a multicultural, open mindset
Strong coordination and communication skills, both written and oral

Job Responsibility

Define and optimize the path for customer success
Define and deploy the vision of a "red carpet" customer experience aligned with global strategy
Develop and execute success plans that outline how SOPHiA GENETICS addresses customer needs and measure performance against KPIs
Supervise the region and build engagement strategies with customers and channel partners using a consultative approach
Ensure the team acts transparently, providing value and creating a virtuous circle that guarantees mutual success
Analyze regional sales data and present commercial strategy to senior leadership
Coach the team to develop customer loyalty and minimize churn through active listening
Support the team in mediating between customer requests and the company's vision
Drive product adoption, deliver a positive customer experience, and fuel growth through gross renewals and net retention
Reach or exceed regional revenue targets

What we offer

Outstanding Medical, Dental & Vision with 90% Employer Contribution
Company matched 401K at 4%
Company-paid short & long-term disability insurance
FSA commuter benefits
20 Days PTO, increasing to 25 with tenure
5 Days Sick and 14 Public Holidays
Free EAP

Fulltime

Senior Customer Success Manager

With very limited direction, the Senior Customer Success Manager delivers post-s...

Location

United States , New York

Salary:

128000.00 - 161000.00 USD / Year

BlackLine

Expiration Date

Until further notice

Requirements

Years of Experience in Related Field Domain expertise - 7+ years of experience in accounting/auditing and/or in accounting/auditing/financial industry software solutions
Prior experience as a Controller and/or Director or Finance
Education: Bachelor's degree in Accounting, Economics or Business Administration Master of Business Administration or equivalent
5+ years BlackLine experience required or equivalent
6 Years Customer facing experience (internal or external)
CPA, CIA or related professional accounting certification
Updated knowledge of current accounting practices and changes in the industry
Knowledge of Gainsight, Salesforce CRM, etc.
Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
Highly process-oriented mindset, with a love of telling stories with data

Job Responsibility

Deliver on Customer Success program strategy specifically associated with BlackLine onboarded customer as it relates to assigned customers
Track, validate, and provide feedback to AM team to ensure the customer moves through the entire BlackLine journey after initial contract implementation
Deliver actionable advice, coaching and expertise regarding the features and usage of BlackLine's solutions to increase product adoption and to assist the Account Management team in license expansion
Expertly educate clients on existing and new product features and functionality, and how it can contribute to their business objectives
Perform Success Planning activities (Business Reviews, Success Reviews and Success Path creation) for onboarded clients to ensure BlackLine understands their corporate goals and objectives and the client understands their usage and the path forward to gain more efficiency with the solutions
Continually communicate BlackLine value to customer through the entire customer journey
Work as a team with sales executives and other departments on account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk
Perform effective, Success Reviews, Business Reviews, Success Reviews, customer advocacy activities, solution coaching and other adoption deliverables via webcasts, teleconferences and/or onsite visits
Address assigned client activities' impact on BlackLine and provide best practices. Includes, but not limited to organizational changes, global rollout, and ERP changes. Ensure ERP changes that result in risk of churn or attrition is document
Keep current on all BlackLine solutions, including detailed product functionality and its proper use

What we offer

short-term and long-term incentive programs
robust offering of benefit and wellness plans

Fulltime

Senior Director, Customer Marketing

As a senior leader of the marketing team, reporting to the VP of Marketing & GTM...

Location

United States

Salary:

Not provided

Skyhigh Security

Expiration Date

Until further notice

Requirements

10+ years of progressive experience in marketing with a focus on intentional customer engagement

Job Responsibility

Create and execute a customer advocacy strategy that delivers meaningful customer experiences and fosters brand loyalty, turning customers into advocates
Own the strategy for increasing customer engagement, retention, loyalty, upsell and cross-sell through targeted campaigns, advocacy programs, and cross-functional collaboration with sales, product, and customer success teams
Strategically grow the customer community to engage and nurture customers at various stages in their journey, enabling them to realize better security outcomes
Build, mentor, and manage a high-performing team, fostering a culture that leads with empathy and puts customers first
Gather and analyze customer feedback, usage data, and market trends to inform strategy and optimize performance

What we offer

Retirement Plans
Medical, Dental and Vision Coverage
Paid Time Off
Paid Parental Leave
Support for Community Involvement

Fulltime

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