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Rapid7 Logo Rapid7 · IT - Software Development

Senior Director, Customer Success

United States 189600.00 - 256500.00 USD / Year · Job Posted May 16, 2026
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Job Description

Rapid7 is seeking a Senior Director of Customer Success to lead the care, retention, and growth of a significant portion of our annual recurring revenue. In this strategic leadership role, you will design and execute a customer relationship strategy focused on driving high retention across a highly diverse customer base. You will lead a high-performing team of Customer Success Managers, translating customer insights into scalable methodologies that deliver consultative, team-based strategic guidance.

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

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
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