• Execute successful onboarding program with new customers - including confirmation of Graduation Criteria to increase customer adoption, engagement, and time-to-value • Build and maintain strong relationships with first-year customers to understand their needs, provide support and ensure customer satisfaction • Drive ongoing customer engagement through customer journey with intentional outbound touchpoints using customer health indicators and other support tools • Develop relationships with customers to uncover potential risk and overcome objections by reinforcing the value of the products they have purchased • Serve as the primary point of contact for customers, addressing their inquiries, resolving issues and driving value by using customer analytics and regular review of their accounts • Act as a customer advocate within the organization, ensuring that customer feedback, concerns, and needs are communicated effectively to relevant departments for prompt resolution and product improvements - wholly own the customer experience • Develop and execute strategic account plans for customer, focusing on objectives, tactics and timeliness to maximize growth and retention • Contact and secure upcoming renewals at least 120 days in advance of maturity date • Provide training and support to customers on using products or services effectively, utilizing methods such as product demonstrations, training sessions and/or assistance in creating and updating their profile or saved searches • Attain all KPIs designed to improve first-year account retention, including contact rate, churn, and renewal and retention ratios • Follow SOPs for all account interactions within standard CRM systems and other tools • Stay up to date of job, product, and industry-related training opportunities • Educate and empower clients to take full advantage of product features and updates, guiding them through transitions and helping them integrate changes into their daily operations • Leverage data and insights to identify adoption gaps and deliver targeted training, resources, or recommendations to improve engagement and retention

• Own post-sale client relationships as the primary point of contact. • Lead onboarding and kickoff (stakeholders, success criteria, cadence, expectations). • Run weekly client cadence with clear agendas, decisions, and next steps. • Advocate for clients internally and keep internal teams aligned on priorities, scope, and timelines through delivery oversight. • Leverage our custom AI systems and vibe your own to streamline reporting and admin work so you can focus on high-touch relationships. • Maintain a “no surprises” experience through proactive and personal communication that keeps clients feeling truly cared for. • Build stakeholder coverage and manage stakeholder transitions quickly. • Track client health; spot risk early and drive mitigation plans. • Produce lightweight value reporting (progress, shipped work, impact/KPIs where available). • Support contract renewals and transitions (readiness, timeline, alignment). • Capture feedback and improve playbooks for onboarding, reporting, cadence, and escalation. • Provide leadership concise account updates: health, risks, renewals outlook, and where AOA should reinforce value.

• Monitor the shared lender reply inbox daily and ensure nothing is missed or left unaddressed • Track and organize incoming lender responses across active deals • Flag promising lender feedback and deal responses to the submissions team promptly • Keep communication threads organized and easy to reference across active submissions • Update the CRM accurately and consistently after every lender interaction • Maintain clean records on deal status, follow-up dates, and lender responses • Help manage the submission workflow across all active deals in the pipeline • Ensure CRM data reflects real-time deal status so the team always has a clear picture • Learn to review and scrub deals before they go out to lenders • Match deals with appropriate lenders based on deal profile and lender appetite • Send deals out to lenders once you have a solid understanding of the process • Develop the ability to read bank statements and make a basic judgment on deal quality over time

The Customer Success Manager (CSM) acts as a trusted partner to Rapid7 customers, helping them maximise the value of their cybersecurity investments. In this role, you will leverage your product expertise and domain knowledge to support customers in achieving their security goals while driving platform adoption and long-term success. About the Team The Customer Success team is responsible for ensuring customers achieve meaningful outcomes with Rapid7 solutions by building strong, trusted relationships and delivering strategic guidance throughout the customer lifecycle. Customer Success operates at the centre of the business, collaborating closely with Sales, Product, Support, and Engineering to advocate for customer needs and deliver a seamless experience. The team plays a critical role in shaping customer strategy, influencing product direction through feedback, and ultimately contributing to revenue growth through renewals and expansion. This is a fast-paced, customer-centric environment where strong communication, accountability, and cross-functional collaboration are key to success. About the Role As a Customer Success Manager, your primary responsibility will be to guide customers in realising the full value of their Rapid7 products to support their cybersecurity objectives. Specifically, your focus will be to: - Build and maintain strong, strategic relationships with key customer stakeholders - Act as the primary point of contact to address inquiries, resolve issues, and drive customer satisfaction - Provide product and domain expertise to ensure customers effectively adopt and optimise Rapid7 solutions - Lead key customer engagements such as status reviews and Executive Business Reviews - Identify and mitigate risks within customer accounts to support retention and renewal - Advocate for customer needs internally to influence product and service improvements The skills and qualities you'll bring include: - 2+ years in Customer Success, Account Management, or Consulting within SaaS or high-tech (cybersecurity preferred) - Strong interpersonal and communication skills, with proficiency in Dutch and English - Takes ownership of customer outcomes, follows through on commitments, and proactively addresses challenges to ensure long-term success - Effectively partners with Sales, Product, Support, and Engineering to deliver a seamless customer experience and resolve issues efficiently - Ability to develop customer strategies and drive product adoption for measurable ROI - Communicates complex ideas simply and effectively to both technical and non-technical stakeholders, building trust and credibility - Solid understanding of technical concepts and security frameworks - Strong project management, prioritisation, and problem-solving abilities - Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success. We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact, please don't be shy - apply today. #LI-KB2 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.