• Serve as the primary point of contact for clients post-onboarding, ensuring a seamless adoption experience, training, and ongoing support. • Manage incident and issue response by triaging client problems, coordinating escalations, tracking resolution, and providing timely updates and follow-ups. • Build and nurture strong relationships with clients, deeply understanding their business needs and driving their security maturity. • Proactively monitor client satisfaction and solution usage, identifying opportunities to enhance value and expand service adoption. • Facilitate regular client meetings and performance reviews to align with security objectives and compliance requirements. • Collaborate closely across internal teams to ensure smooth delivery of customer requests and timely resolution of issues. • Combine account management, technical support, and customer success strategies to deliver exceptional client experiences. • Track and report key client success metrics, ensuring retention and satisfaction. • Translate customer feedback into actionable insights to improve service delivery, internal processes, and product development.

Role Description By joining Datavant today, you’re stepping onto a driven and highly collaborative team that is passionate about creating transformative change in healthcare. The Client Success team is responsible for the post-sale clients (Law Firms)— building and maintaining relationships with key stakeholders. Driving retention, organic growth within existing relationships/programs (new users/new locations/ancillary services), and high-quality cross-sell opportunity identification of new carriers to partner with Field Sales. What You Will Do - Client Engagement & Lifecycle Management (Post-Sale Ownership) - Maintain a defined engagement cadence based on account tier (e.g., monthly for strategic accounts, quarterly for mid-tier), including proactive outreach, performance reviews, and expansion discussions. - Build multi-threaded relationships across legal, operations, and administrative stakeholders to reduce single-thread risk. - Drive organic expansion within the installed base by increasing: - Net new users within existing accounts (seat growth) - Net new office/branch/claim locations added inside current client relationships - Ensure account plans include clear expansion paths (who/where to expand, enablement plan, and next-step commitments). - Client Enablement (Adoption, Outcomes, and Time-to-Value) - Onboarding training, and adoption milestones tied to new carrier launches/re-launches. - Drive improvements that increase utilization of all products within scope and client satisfaction. - Cross-Sell Identification in Partnership with Field Sales (Quality + Conversion) - Identify cross-sell opportunities for Field Sales. - Identify cross-sell opportunities within assigned clients for ancillary services, adding new users, new units and locations. - Operating Cadence, Metrics, and Executive Reporting - Weekly: portfolio health/risk audits, enablement progress, expansion plays. - Monthly: segment business review (GRR/NRR, adoption indicators, organic growth outcomes, field outcomes). - Quarterly: QBR/EBR coverage for priority accounts, account plans, and joint field priorities (as applicable for segment). - Maintain clean CRM discipline and reporting, ensuring segment scorecards are accurate and actionable. Qualifications - Bachelor’s degree or equivalent experience. - 5+ years of sales/client growth leadership experience, ideally in legal, insurance, or records/health-information services. - Strong analytical and operating rigor: ability to manage GRR/NRR, adoption metrics, pipeline metrics, and CRM reporting (Salesforce preferred). Benefits - The estimated total cash compensation range for this role is: $80,000 - $85,000 USD. - We are committed to building a diverse team of Datavanters who are all responsible for stewarding a high-performance culture in which all Datavanters belong and thrive.

• 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.