• Own the client relationship. You’re the primary point of contact from kickoff to closeout. Clients trust you, lean on you, and come back because of you. You communicate proactively, and they never have to chase you for a status update. • Own the plan. You’ll run up to 20 concurrent engagements ($30–50K, 3–8 weeks), coordinating small engineering teams alongside our AI-powered delivery tools. You track milestones, flag risks early, unblock teams fast, and keep work moving before anyone has to ask. AI handles documentation and reporting overhead so the volume stays manageable. • Run the engagement from kickoff to hypercare. You run a structured cadence: 30-minute kickoff, 2–3 discovery sessions, FRD review, UAT, and hypercare. You author the FRD with AI, lock first discovery within seven business days, and clear open items before development starts. Status goes out every Monday. Every meeting has a purpose, an agenda, and a result. • Hold the line on scope and commitments. You enforce scope discipline so projects stay profitable and clients get exactly what was promised. Out-of-scope requests go through a change request before work begins. No exceptions, but you handle it in a way that strengthens the relationship rather than straining it. • Operate from inside Claude. Claude is your primary interface, not a tool you reach for occasionally. You use it to pull context (SOW summaries, account history, project health briefings), to run the skills that produce client-facing artifacts (kickoff deck, discovery questionnaire, FRD, UAT guide, weekly status report), and to keep Notion — our system of record — current. The scrum agent reports project status into a dashboard you act on; you don’t chase engineers for updates. • Spot the next dollar. You’re the eyes on the ground inside the account. Spot follow-on projects, managed services opportunities, and adjacent problems we could solve. Loop in sales when there’s something to chase — you don’t close the deal, but you make sure it never gets missed.

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