• Ensure smooth order management processes • Provide proactive customer support • Maintain effective communication with internal and external stakeholders • Run daily reports of open orders and follow up as needed • Monitor new orders and schedule follow-up actions • Review order details to confirm shipping dates and methods • Track shipments to confirm on-time delivery • Proactively resolve issues post-shipment • Maintain clear communication regarding order statuses • Respond promptly to inquiries from Billing and other internal employees • Document and manage all order-related actions • Provide backup support for other representatives • Work independently to resolve tasks • Mentor lower-level Customer Service Representatives

As a Rapid 7 Senior Customer Success Manager (CSM), you will act as a trusted advisor for our customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximize the value from their R7 investment. About the Team Responsible for overall success and satisfaction, the Senior CSM's mission is to create customer advocates in our technical environment. You will play a crucial role in building and maintaining strong relationships with CISOs and other technology users, understanding customers' unique cyber security goals, creating Success Plans, and providing customers with the necessary support and guidance to meet their goals and help secure renewals. About the Role In this role, you will be responsible for:• Relationship Management:• Develop and maintain strong, long-lasting relationships with key stakeholders, including technical teams, project managers, and C-level executives.• Orchestrate key touchpoints with customers from weekly status meetings to Executive Business Reviews• Act as the primary point of contact for customers, addressing inquiries, resolving issues, and proactively identifying opportunities for improvement.• Product Expertise:• Demonstrate a deep understanding of the value-drivers of our products and the ability to help customers navigate and optimize their usage• Provide advice and educational materials to help customers understand and utilize the features and functionalities of the products.• Domain Expertise:• Stay up-to-date with the latest trends, like-technologies and happenings across cyber security• Be viewed as a trusted advisor with customers. Be the go-to partner for your set of assigned customers.• Customer Advocacy:• Advocate for customer needs and feedback within the organization to drive product enhancements and improvements.• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a unified approach in delivering customer success.• Risk Mitigation:• Identify potential risks and challenges in customer relationships and work proactively to address them before they escalate.• Monitor customer usage patterns and engagement to identify accounts that may be at risk of churn.• Performance Metrics:• Establish and track key performance indicators (KPIs) related to customer success, including customer satisfaction scores, product usage/health, retention rates, and upsell opportunities. The skills you'll bring include: - 5-6+ years of Customer Success, Account Management, or Consulting experience, ideally from a high tech or SaaS company - ideally cyber security - where you developed strategies and plans on assigned accounts to fully leverage technology solutions. - Excellent written and verbal skills - Excellent interpersonal and communication skills - Prior technology deployment and configuration experience - Experience with security frameworks and concepts - Excellent project management and prioritization abilities - Mastery of technical concepts and experience advising customers on how to best use and adopt the platform for faster Return on Investment (ROI) - Problem-solving mentality with the ability to navigate complex situations - Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc.is a plus We know that the best ideas and solutions come from multi-dimensional teams. Teams reflecting 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-WP1 - 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. Rapid7, Inc. is committed to fair and equitable compensation practices. A candidate's salary is determined by various factors including, but not limited to, relevant work experience, skills, and certifications. We evaluate compensation decisions on a case-by-case basis, and it is not typical for an individual to be hired at the very top of the salary range. The salary range for this role in the US is: $88,700.00 - 119,900.00 USD Annual Salary ranges may vary based on geographical location. This range does not include variable/incentive compensation, equity and benefits (where applicable/eligible). All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or any other status protected by applicable national, federal, state or local law.

• Partner with clients to achieve their digital training strategy through the 360Learning platform. • Map customer’s key business objectives and audit platform usage to identify opportunities. • Review benchmarks and best practices, creating action plans to capitalize on opportunities. • Ensure the renewal of contracts by helping customers achieve desired outcomes. • Coordinate resources to address customer requirements (technical, educational, etc.). • Develop and maintain strategic partnerships leading to measurable business impact and long-term value.

• Manage a portfolio of Mid Market /enterprise customers in EMEA • Understanding customers’ business strategies and leading them to their desired outcomes • Build strong customer relationships and act as the Wrike advocate throughout their journey • Partner with customers to establish clear business goals, timelines, priorities and metrics of success • Create, execute and manage comprehensive engagement and communication strategies to ensure customer ROI and NET MRR growth • Serve as the Wrike subject matter expert (SME) • Collaborate with multiple teams on a regular basis (Sales, Professional Services, Support, Product, etc) • Monitor your entire book of business and work towards targets