Join us as a Strategic Customer Success Manager and become a key partner to our customers on their cybersecurity journey. You'll use your product expertise and domain knowledge to help organisations maximise value, accelerate platform adoption, and achieve their most critical security objectives. About the Team As a Strategic Customer Success Manager, you'll play a pivotal role in driving customer success, satisfaction, and long-term growth. Acting as a trusted partner to CISOs and key stakeholders, you'll build strong relationships, understand each customer's unique cybersecurity goals, and guide them in achieving meaningful outcomes with Rapid7 solutions. Working cross-functionally with Sales, Product, Support, and Engineering, you'll help move customers seamlessly through their lifecycle, from onboarding to long-term partnership. Customer Success sits at the centre of our business, and in this role, you'll act as the voice of the customer - advocating for their needs, influencing product direction, and delivering a high-impact customer experience. This is a fast-paced, customer-centric environment where communication, accountability, and collaboration are key. Your work will directly contribute to retention, growth, and the continued success of Rapid7. About the Role As a Strategic 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: - 5+ years in Customer Success, Account Management, or Consulting within SaaS or high-tech (cybersecurity preferred) - Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc and familiarity with customer success platforms and tools is a plus - Takes ownership of customer outcomes, follows through on commitments, and proactively addresses challenges to ensure long-term success - Collaborates closely with Sales, Product, Support, and Engineering, working cross-functionally 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. 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.

• Manage a portfolio of customer accounts end‑to‑end, including onboarding, relationship development, retention, and growth. • Drive company growth through securing renewals, expansions, and mitigating churn risk. • Directly manage and develop a team of Executive Assistants and Recruitment Coordinators, ensuring strong performance and accountability. • Coach, provide feedback, and address performance to build a high-ownership culture. • Monitor customer health and revenue metrics (NRR) to drive decisions. • Use CRM tools (HubSpot preferred) to track account performance. • Collaborate cross-functionally to improve customer outcomes and experience.

• The voice of Wealthsimple • Strategic problem solving • "Builder-Owner" mindset • Expertise at scale

• Own the continuous improvement of people, process, and technology to deliver a best-in-class Customer Success program across the global customer base. • Design, operationalize, and continuously refine a tiered engagement model: low-touch / high-engagement for SMB and high-touch / high-engagement for enterprise and government customers. • Define and instrument a customer health framework that combines product usage, sentiment, support, and commercial signals to drive proactive intervention. • Serve as a player-coach by personally owning a strategic book of business while leading and developing the broader CS team. • Develop, document, and drive adoption of playbooks for renewals, expansion, churn mitigation, and at-risk recovery across all customer segments. • Build and maintain a predictable renewals pipeline with rigorous forecasting, risk scoring, and stage-gate discipline. • Partner with Sales on cross-sell and upsell motions across our multi-product portfolio, ensuring CS surfaces qualified expansion opportunities and supports complex multi-product land-and-expand strategies. • Drive measurable improvements in Gross Revenue Retention (GRR), Net Revenue Retention (NRR), logo retention, and time-to-value. • Operationalize and continuously optimize the Customer Success tech stack, including Gong, HubSpot, Maxio, Confluence, and JIRA. • Evaluate, recommend, and implement best-in-class additions to the CS tech stack (e.g., dedicated CS platforms, digital engagement tooling, AI/agentic workflows). • Define and own the KPI framework that drives renewals pipeline, GRR/NRR, adoption, expansion, NPS/CSAT, and CS team productivity. • Build dashboards and reporting cadences that provide leadership and the Board with a clear, data-driven view of customer health and commercial outcomes. • Recruit, develop, mentor, and retain a high-performing global Customer Success team across SMB, enterprise, and government segments. • Build career paths, performance frameworks, and enablement programs that grow CS talent at scale. • Foster a culture of accountability, customer obsession, collaboration, and continuous improvement. • Act as the data-driven voice of the customer to Sales, Product, Marketing, and Engineering, translating insights into roadmap, GTM, and lifecycle programs. • Partner with Sales leadership on segmentation, joint account planning, handoffs, and shared revenue accountability. • Partner with Product on adoption, feature feedback, beta programs, and customer advisory boards. • Partner with Marketing on customer references, case studies, advocacy, and lifecycle communications. • Where applicable, lead the integration of acquired businesses, customer bases, and product lines into the unified Customer Success program.