• As a critical member of the Customer Success team you will be responsible for the retention and expansion our mid-market customers • You will be part of a team that will work closely with Sales to strategize on how to increase the adoption of Hightouch within large organizations • From a technical perspective, your primary responsibilities will be to deliver a timely and organized onboarding for customers through effective project management, ensure customers see the full value in Hightouch’s products, and advise on technical best practices • Provide customers with clear proactive technical guidance and expertise across all our products • Collaborate with Customer Support, Engineering, and other teams to assist with technical escalations • Contribute towards the success of the Hightouch platform by surfacing use cases and problems to Engineering that push our product to the next level

• Helping customers get the most out of our solution, respond to their requests with precision and clarity, and resolve issues that may impact the product's reliability and speed. • Leading customer conversations as a technical expert and leveraging your expertise and knowledge of our solution to guide them through the onboarding and implementation phases. And, more importantly, proactively educating them on the daily usage of our solution. • Managing customer projects to ensure the successful delivery of integrations, optimizations, and technical initiatives. • Leading regular technical committees with clients to track progress on action items, identify potential risks, and ensure ongoing alignment with both internal (AM/ Engineering Dept) and external stakeholders. • Responding to technical questions and resolve issues, keeping both the customer and internal teams informed on investigations, findings, and outcomes. • Prioritizing, structuring, and communicating effectively to drive multiple projects forward simultaneously, while maintaining a high level of customer satisfaction. • Proactively monitoring customer health from a technical perspective • Participating in a scheduled on-call rotation on occasional weekends to support customer escalations, critical incidents, and business continuity needs.

• You take overall coordination responsibility for all technical matters related to the setups operated for your customers • You act as the indispensable link between customers, our operations teams and IT Service Management • You review change requests and verify that technical documentation is up to date and complete • You advise your customers on the development of their IT landscape with a focus on innovation and efficiency improvements • You lead Technical Review Meetings and Change Advisory Boards and support operational risk and information security management • In critical incidents you serve as an escalation point and help identify and implement sustainable solutions

Join an industry-leading security team dedicated to defending complex global infrastructures against sophisticated emerging threats. This high-impact role blends deep systems engineering, network proficiency, and world-class partnership skills, offering an unparalleled opportunity to serve as the primary technical anchor for Rapid7's most strategic enterprise and federal accounts. By guiding these high-value organizations to maximize their deployment success, this role elevates enterprise security maturity and drives measurable resilience on a global scale. About the Team The Technical Account Manager team is a dedicated technical resource for customers looking for a white glove technical and support experience. The team's mission is to ensure our customers realize the full business value from their Rapid7 products by helping them achieve their security goals through a more personalized approach. About the Role As a Technical Account Manager, the primary responsibility will be to manage the technical relationship, operational stability, and product success metrics for assigned large enterprise and federal accounts. Specifically, the focus will be to; - Discover and master the client's IT structure, business objectives, and unique pain points to create comprehensive technical account plans - Act as the primary technical owner for assigned accounts, driving customer success through proactive system planning and engineering execution - Go beyond traditional break-fix support models to establish a true technical partnership that helps shape customer security strategies - Facilitate regular cadence meetings and on-site reviews covering system health, upcoming software releases, and forward-looking security program best practices - Serve as the dedicated advocate and internal voice for enterprise customer requirements across engineering and product teams at Rapid7 - Direct critical incident response efforts by aligning Customer Success, support, and software engineering teams to resolve enterprise crises efficiently - Maintain an exhaustive technical knowledge of Rapid7's product portfolio to deliver best-practice configurations and technical solutions - Travel up to ten percent of the time to deliver face-to-face strategic support and reinforce localized technical alignment The skills and qualities you'll bring include: - Experience managing technical relationships in account management, professional services, sales engineering, or senior technical support capacities - Hands-on proficiency supporting systems running Linux architectures alongside a strong familiarity with enterprise networking environments - History of exposing vulnerabilities or working with security concepts, complemented by relevant certifications like Security+, CEH, or CISSP - Ability to utilize SQL or scripting languages to navigate database architectures and automate operational tasks where applicable - Communicate objectives and rationale in a clear, persuasive manner that builds deep trust and fosters long-term commitment from corporate stakeholders - Construct global networks across internal business boundaries to accelerate product improvements that deliver rapid customer and business value - Make efficient, transparent choices under high-pressure scenarios to resolve client deployment bottlenecks and preserve account momentum - Execute on broad account strategies by breaking long-term customer milestones down into incremental deliverables while remaining open to pivoting as needs change - 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-CG1 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 11,500+ 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.