Senior Customer Success Manager (CSM) 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. About the Team The Customer Success team is responsible for driving overall customer satisfaction, retention, and advocacy. Our mission is to create customer champions within highly technical environments by building strong relationships with CISOs, security leaders, and technical users. We partner closely with customers to understand their unique cybersecurity goals, develop tailored Success Plans, and provide the guidance needed to achieve those goals-ultimately ensuring long-term value realization and successful renewals. About the Role As a Senior Customer Success Manager, you will own and manage relationships across a portfolio of customers, guiding them through their lifecycle with Rapid7. You will serve as the primary point of contact, aligning customer objectives with Rapid7's solutions while proactively identifying opportunities to improve outcomes, mitigate risk, and drive adoption. In This Role, You Will: Relationship Management - 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. Product Expertise - 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. Domain Expertise - Stay current on cybersecurity trends, technologies, and best practices. - Act as a trusted advisor, helping customers navigate evolving security challenges. Customer Advocacy - 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. Risk Mitigation - Identify and proactively address risks within customer accounts to prevent churn. - Monitor customer engagement, usage, and health metrics to flag at-risk accounts early. Performance Metrics - 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. The Skills and Qualities You'll Bring Include: - 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. LI-WP1 About Rapid7 At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome. Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope just like we' ve been doing for the past 20 years. If you 're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us. Rapid7, Inc. is committed to fair and equitable compensation practices. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications. We evaluate compensation decisions on a case-by-case basis, and it is not typical for an individual to be hired at the very top of the salary range. The salary range for this role in the US is: $88,700.00 - 119,900.00 USD Annual Salary ranges may vary based on geographical location. This range does not include variable/incentive compensation, equity and benefits (where applicable/eligible). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.

Callstack supports and inspires top industry leaders in shipping better digital products and services to their users. We are a team of high-level experts in cross-platform development and consultancy. We co-create the technology, collaborate with the Meta team on setting the direction for the future growth of the React Native framework, and much more! We are recognized in the React Native Community as contributors to Open Source projects, organizers of React Universe Conf, as well as speakers at international conferences. We also organize regular community meetups in our HQ in Wrocław, Poland. We truly believe that you can get the best out of people when you give them a chance to participate and develop. At Callstack you are the one to decide in which area you want to grow, you’ll have an individual self-development budget to empower your competencies and gain new skills. Our goal is to give every employee the opportunity to speak up and introduce their ideas to build the future together. Join us and work with the TOP Silicon Valley and Fortune 500 companies in the USA! We are looking for an experienced Head of Customer Success who will own and scale a portfolio of 150–200M PLN in annual revenue, lead a team of 3–5 Account Managers, and act as a bridge between business value and technical innovation. The Head of Account Management is responsible for maintaining strong client relationships, ensuring successful service delivery, and driving revenue growth through upselling, cross-selling, strategic account development, and team leadership. This role carries direct P&L accountability with ambitious year-over-year growth targets. You will work directly with the Head of Engineering to articulate deeply technical business value propositions and position Callstack as a strategic technology & business partner - not a delivery vendor. As a Head of Customer Success you will: - Own the full revenue target for a 150 - 200M PLN portfolio with ambitious YoY growth goals. You are the single point of accountability for top-line performance. - Drive upsells, account expansions, cross-sells, and end-to-end renewals to ensure consistent revenue growth across the entire portfolio. - Build and execute mid- and long-term key account plans, including stakeholder mapping, competitive positioning, and expanding into new client divisions to unlock incremental revenue. - Lead pricing strategy, contract negotiations, and commercial deal structuring for the largest and most complex engagements. - Develop account strategies and roadmaps to strengthen long-term partnerships and maximize lifetime value. - Personally own relationships with top-tier accounts. Lead regular executive-level 1:1s with key stakeholders and plan onsite visits to deepen partnerships. - Build and maintain long-term relationships with key client stakeholders across all levels of the organization. - Act as a bridge between clients and R&D, sharing technology trends and innovation insights to position Callstack as a strategic partner. - Partner closely with the Head of Engineering to develop technical value propositions that elevate conversations from operational delivery to strategic transformation. - Lead, coach, and develop a team of 3 - 5 Account Managers. Set performance expectations, run deal reviews, and build a high-performing commercial culture. - Establish scalable account management processes, playbooks, and reporting cadences that drive consistency and predictability across the team. - Monitor client financial situation monthly, map potential risks to current and future revenue, and execute churn prevention measures. - Manage sales forecasting, pipeline reporting, account reporting, legal contracts, and the acquisition of case study approvals. - Connect various client initiatives by providing cross-project context, market intelligence, and industry-level positioning. - Drive referrals and stakeholder introductions to expand account footprint organically. - Travel up to 25% of working time, including international travel (US, Europe, Asia), to build and deepen relationships with key clients and represent Callstack at industry events. You are the right candidate if you have: - At least 10+ years of proven success in B2B enterprise services, preferably within the IT or software development sector, with 5+ years leading b2b services Customer Success, Account Management or Client Partnership teams. - Demonstrated track record of growing a large portfolio (100M+ PLN or equivalent) with measurable YoY revenue expansion. - Strong track record in closing upsell & cross-sell deals, negotiating enterprise contracts, and managing a healthy, predictable sales pipeline. - Ability to collaborate closely with engineering leadership and translate complex technical roadmaps into compelling business value for C-level stakeholders. - Near-native command of English (min. C1) with the ability to influence, present, and negotiate at the executive level. - Proven ability to move beyond “delivery vendor” status to become a trusted business advisor and strategic partner. - Strong financial acumen - comfortable with P&L ownership, forecasting, reporting, and KPI-driven management. - A self-driven, entrepreneurial approach to problem-solving, team building, and client relationship development. - Willingness and ability to travel internationally up to 25% of working time. - A belief that “Impossible is nothing”. What we offer: - 24 paid days off & 30 days paid sick leave for B2B contractors - Fully-covered life insurance - Private healthcare for you and your family - Free access to mental health platform - Helping Hand - Multisport Card or monthly allowance for other sports activities - Individual Wellbeing & Development Budget - Monthly lunch allowance - Accounting costs refund for B2B contractors - Flexible working hours and fully remote work possibility - Cool office in Wrocław city center - Magnificent team events and activities - Company-wide workation and team building workshops - Top-notch hardware - Apple devices - Possibility to participate in React Universe Conf

Guide new distributor members through their customer journey, manage onboarding, conduct business reviews, and monitor engagement scores to enhance product usage and ensure client satisfaction and retention.

• Act as the single point of accountability for all aspects of client projects, and as an escalation point for internal and external resources • Project manage client onboarding to successful outcomes, accelerating the time they begin finding value • Engage with client stakeholders to understand the client's business goals and objectives • Collaborate with the Business Analyst to determine a solution to client request and project approach • Create Statements of Work (SOWs) and project plans with project tasks/activities organized against project milestones • Monitor and facilitate the completion of work requests, and schedule deployments of work to client sites • Resolve issues and roadblocks by facilitating communication, gathering additional information, and clarifying requirements • Manage and facilitate project communications to stakeholders and project team members • Identify and manage project risks, and work with clients to avoid or minimize impact • Drive early adoption, setting KPIs and success metrics • Maintain positive relationships with clients and manage client success, including measuring satisfaction and educating on new features • Mine current customer relationships for up-sale possibilities, expansions and renewals • Accurately forecast sales projections and the value of deals