Customer Success Manager As a Customer Success Manager at Rapid7, you will be a key driver of customer outcomes - helping organizations operationalize their cybersecurity investments, build confidence in the Rapid7 platform, and achieve the security goals that matter most to their business. You will partner with technical teams and security practitioners to guide adoption, resolve challenges, and turn customers into long-term advocates. If you are passionate about making a tangible impact for customers and want to grow your career at the intersection of cybersecurity and customer success, this role is for you. About the Team Rapid7's Customer Success team is dedicated to ensuring every customer achieves measurable security outcomes from their investment in our platform. We partner closely with technical teams, security leaders, and executives to drive adoption, accelerate value, and build the kind of long-term relationships that make our customers more secure - and more confident. About the Role As a Customer Success Manager, your primary responsibility will be to own the success of an assigned portfolio of accounts - building trusted relationships, driving platform adoption, and ensuring customers achieve their cybersecurity goals. Specifically, your focus will be to: - Develop and maintain strong, lasting relationships with key stakeholders across technical teams, project managers, and C-level executives - serving as the primary point of contact and go-to partner for your assigned customers. - Build and execute Success Plans that align each customer's unique cybersecurity goals to the capabilities of the Rapid7 platform, providing the guidance and support needed to meet those goals and secure renewals. - Orchestrate key customer touchpoints - from weekly status meetings to Executive Business Reviews - ensuring consistent engagement and alignment on customer priorities. - Demonstrate strong product knowledge by helping customers understand, adopt, and optimize their use of Rapid7 solutions, providing advice and educational resources that drive faster time to value. - Advocate for customer needs and feedback internally, collaborating with cross-functional teams including sales, marketing, and product development to ensure a unified approach to customer success. - Proactively identify and mitigate risk by monitoring customer usage patterns, health scores, and engagement signals to address potential churn before it escalates. - Establish and track key performance indicators (KPIs) including customer satisfaction scores, product adoption and health metrics, retention rates, and upsell opportunities. - Stay current on cybersecurity trends, emerging technologies, and the evolving threat landscape to provide informed guidance and act as a trusted advisor to your customers. The skills and qualities you'll bring include: - A customer-first mindset with a genuine passion for helping customers succeed, and the ability to build trusted relationships with technical practitioners and business stakeholders alike. - Strong written and verbal communication skills, with the ability to clearly convey complex concepts and foster commitment from customers and internal partners. - A growth-oriented approach to your craft - staying curious, seeking feedback, and continuously developing your cybersecurity and customer success expertise. - Accountability for your portfolio - owning your customer relationships, proactively surfacing risk, and following through on commitments that drive outcomes. - 2+ years of Customer Success, Account Management, or similar experience, ideally in a high-tech or SaaS environment; cybersecurity experience and certifications highly preferred. - Experience developing account strategies and success plans to help customers fully leverage technology solutions. - Prior technology deployment and configuration experience, with the ability to advise customers on adoption and optimization for faster ROI. - Effective project management and prioritization skills, with the ability to manage multiple accounts and competing priorities simultaneously. - A solutions-oriented mentality with the ability to navigate complex customer situations and drive resolution. - Familiarity with customer success platforms and tools such as Gainsight is a plus; industry certifications such as A+, Network+, Security+, Cloud+, or CCSP are also a plus. - 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. #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 11,500+ 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. 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: $67,200.00 - 90,900.00 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.

• Atuar como consultoria analítica interna para os times de CRM, Marketing e Inteligência de Clientes. • Analisar o comportamento de compra dos clientes, identificando oportunidades de crescimento, retenção e aumento de valor. • Avaliar a performance de campanhas de CRM, incluindo testes A/B, pilotos e estudos de impacto. • Desenvolver análises comparativas entre campanhas, canais, segmentos e períodos. • Criar recomendações para otimização de campanhas e investimentos em marketing com base em evidências e dados históricos. • Construir análises de clientes, produtos e jornadas de compra, gerando insights para tomadas de decisão estratégicas. • Trabalhar em parceria com áreas de negócio para entender objetivos, validar hipóteses e mensurar resultados. • Desenvolver dashboards, relatórios e apresentações executivas utilizando técnicas de data storytelling. • Garantir a qualidade e confiabilidade das análises através de boas práticas de tratamento e exploração de dados.

• Acts as the product SME, assisting customers with their product questions • Collaborate with product and engineering teams • Ensure technical knowledge of the team is translated into articles and guides

Role Description Kraft Kennedy is a leading technology and management consulting firm specializing in managed services, IT infrastructure, cybersecurity, and advisory solutions for professional services organizations. As a Managed Services Account Manager, you will play a pivotal role in ensuring client satisfaction and fostering long-term relationships across a portfolio of accounts. You will serve as the primary non-technical point of contact, collaborating closely with clients and internal teams to deliver exceptional service and drive strategic growth. You must live in one of these locations to be considered for this remote position: Connecticut, Delaware, Florida, Georgia, Illinois, Maryland, Massachusetts, New York, Nevada, South Carolina, North Carolina, Tennessee, Texas, Utah, Vermont, Virginia, DC, Kentucky, Pennsylvania, Ohio, or Washington. - Serve as the non-technical point of contact for assigned group of Managed Services accounts and develop trusted relationships with both external and internal client teams. - Ensure that accounts are satisfied with Kraft Kennedy's level of service, communicating feedback raised by the client to Kraft Kennedy management, while ensuring any concerns are resolved in an effective and timely manner. - Proactively interface with accounts on a regular basis to ensure their needs are being met via ad-hoc check-ins and routine status meetings. - Develop and maintain agenda/meeting notes for ongoing status meetings, while working with the internal team to prioritize follow-up items and communicate updates. - Work with the technical team to explore improvements for the client’s technologies, bringing those recommendations to the attention of the client and the internal sales team. - Coordinate the preparation, scheduling, and execution of Quarterly Business Reviews and Annual Strategic Planning Meetings. - Drive relationship growth through scheduled in-person meetings at client locations. - Assist with the management of onboarding new clients and contacts. - Develop a thorough understanding of any new and ongoing initiatives and manage the facilitation across client accounts. - Develop overall proficiency in internal systems and operating procedures. - Work with Procurement to ensure hardware/software renewals are processed in a timely manner. - Develop proficient understanding of Agreements and billing procedures for each client. - Review client invoices for accuracy and respond to any billing-related issues that arise. Qualifications - Bachelor’s degree preferred. - Demonstrated level of success in the development of client relationships. - Enjoy working with customers and external audiences. - High energy and drive with good negotiation skills. - Proficient with general office applications (MS Office, etc.). - Strong organizational, presentation, and customer service skills. - Strong written communication skills. - Interpersonal skills such as communication skills, active listening, and customer care. - Ability to multi-task and adapt to changes quickly. - Typing skills to ensure quick and accurate data entry. - Self-motivated with the ability to work in a fast-moving environment. - Ability to travel periodically to client locations. Benefits - Family-oriented team environment with strong emphasis on work-life balance. - Medical, dental, HSA, life, and long-term disability insurance. - 401k with company match. - Phone reimbursement. - Holidays/vacation/sick days. - Cutting-edge training on the latest technologies. - Employee referral bonus program.