• 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.

The Customer Success Lead focuses on both the strategic management of the account (20%) and concentrates on the tactical operations (80%) by working with the operations team to provide optimal services to the account. The CSL must be able to work effectively and efficiently with both the internal support team and external clients. The CSL acts as the liaison and primary contact for the operations team and escalates any issues to the Customer Success Manager (CSM) as necessary. Assist the CSM with building client relationships within the client enterprise including business development, identifying additional service opportunities and continuous process improvement. What you will do here: Program Management - Lead Planner / Meeting Owner on events or programs of significance to the customer’s business - Create/Revise program budgets to ensure M&IW forecast is attained - Track client and individual program budgets to ensure M&IW forecast is attained - Meet with key stakeholders to review time spent on projects - Running client audits with M&IW Controller - Alert meeting owner of any anticipated account/program budget variances - Identify financial opportunities in post program billing - Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity - Ensure on-going client satisfaction surveys, analyze data, and implement continuous improvement processes - Responsible for document accuracy of operations team - Responsible for final reconciliation accuracy and timeliness from planners - Build pro-active relationships with high volume client meeting owners - Lead various internal departments toward desired outcomes as specified in Service Level Agreement - Plan meetings/events for the account as needed Account Management - Project Management with a consultative approach - Responsible to implement the KPI/SLA Program for the Account - Responsible for the strategic relationship for multiple decision makers - Accountability for accuracy and timeliness of final reconciliation from planners - Train planners on specific account processes - Analyze/Improve operational systems and processes - Develop and update all account forms and processes to meet client expectations - Analyze/review time spent on projects vs. management fees for the account - Qualify new meetings (as backup to the SAM) - Register new meetings into Cvent (as backup to the SAM) - Issue resolution with the meeting owners and escalation from the planners (as backup to the SAM) - Participate in program operations turnovers, program briefings, and program debriefings to ensure account continuity (as backup to the SAM) - Ensure on-going client satisfaction surveys, data integrity in Lanyon, and implement continuous improvement processes (as backup to the SAM) - Assist accounting in follow-up on past due invoices (as backup to the SAM) - Participate in applicable company and industry activities and events Business Development Responsibilities - Identify opportunities for new or expanded service offerings (including opportunities for M&IW strategic partners) - Up sell additional M&IW service opportunities - Network with decision makers/management as appropriate - Develop and maintain strong and highly ethical customer relationships - Gain knowledge of competitors’ strengths and weaknesses Onsite Physical Activities (Non-Essential Functions) This position includes a set of nonessential physical activities associated with onsite event support. These activities are not fundamental to the core duties of the Customer Success Quality Data Associate role but may be required during live event execution. While the essential functions of the position center on planning, coordination, communication, client management, and project leadership, certain onsite tasks involve physical activity that supports event operations and if unable to perform these physical activities the company needs to know. Physical activities include, but are not limited to the following: - Movement & Positioning: Frequent standing and walking are required, particularly during event setup and teardown, registration, and onsite administration. Extended periods on one’s feet are common throughout an event, often up to 4 hours without a rest break. A typical onsite day may last 8 to 14 hours, depending on client needs and agreements. - Sitting: Occasional sitting is required during planning meetings, travel to and from event sites, computer-based work, or registration duties. - Lifting and Carrying: Ability to lift, carry, push, or pull event materials, supplies, signage, or equipment weighing 25 to 40 pounds. Items over 25 pounds require assistance from another M&IW team member. - Reaching and Grasping: Event setup and breakdown may involve reaching overhead and handling tools or materials. - Bending/Kneeling/Crouching: Occasionally required during event setup and breakdown. - Repetitive Motions: Repeated hand and arm movements may occur during tasks such as preparing registration, arranging event spaces, or setting up displays. - Travel Requirements: Frequent travel to event sites, venues, and client locations, often involving overnight stays. This may include navigating airports, train stations, hotels, and conference centers. - Operating Vehicles: Occasional driving may be required to transport materials or travel to off-site event locations. This applies only to approved drivers with prior authorization from the Onsite Lead. - Working in Varying Environments: Events occur in diverse settings, including indoor venues (conference centers, hotels) and outdoor spaces. Fluctuating temperatures, weather conditions, crowded or noisy environments, and varying lighting levels may be encountered. What we expect: Details of these areas are shared during interviews and monthly reviews: - Cultural Excellence - Role Expectations - Emotional Intelligence What you will bring: - A minimum of four years of experience in the travel industry, specifically in managing meetings/events - Knowledge of virtual and hybrid event options - Experience with managing the lifecycle of a program, including final reconciliation - Knowledge of Cvent preferred - Must be able to travel 35% of the time, including Internationally - Proximity to client headquarters office preferred - Experience working in a virtual office environment - Proven excellent oral and written communication skills in both internal and client-facing environments - Demonstrated track record of successfully managing multiple projects simultaneously - Ability to deliver creative outputs in a constricted timeline while maximizing available resources - Able to provide clear, concise, effective, and professional communications with clients, peers, vendors, and department managers - Wide range of computer skills: - Proficient in Word, Excel, and Internet/social media - Database management programs (proficient in Lanyon and Cvent) - Outlook (email and scheduling) What we provide: - Competitive salary - Health, Dental, Vision and Life Insurance options - 401K plan - Paid holidays - Accrued personal time off for vacation and sick leave - Laptop, additional monitor, and mobile phone - Global Giveback program for volunteer service - Remote Office / Work from home, or option to work in our corporate headquarters located near Milwaukee Who we are: Meeting & Incentives Worldwide, Inc. is an Equal Opportunity Employer who prohibits discrimination and harassment of any kind and affords equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including pregnancy, childbirth, reproductive health decisions, sexual orientation, and gender identity), national origin, age, disability, genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local law. Meetings & Incentives Worldwide, Inc. specializes in global event management with virtual, hybrid, and in‑person experiences of all shapes and sizes, as well as consulting and enterprise strategies. As an entrepreneurial organization, we place customers at the center of everything we do and prioritize their needs through our core values of quality, agility, flexibility, and innovation. M&IW is a third generation, privately held, certified Women's Business Enterprise (WBE) in business for more than 50 years. Headquartered in Wisconsin, USA, and supported by a remote workforce across the US and in the UK, China, and Brazil. GLOBAL HEADQUARTERS: 10520 7 Mile Road, P.O. Box 65, Caledonia, WI 53108 | Phone +1 262-835-3553 www.meetings-incentives.com M&IW associates are located throughout the US, UK, Latin America and Asia Pacific Regions