Role Description As a Senior Technical Success Manager, Strategic, you will: - Own customer deployment, adoption, and outcomes for a portfolio of 10 accounts, from presales through renewal. - Lead deployment planning and implementation across your book, e.g.: scoping, deployment plan creation, kickoff meetings, use case alignment, coordination of delivery (e.g. managing internal and partner teams), project reporting. - Track and manage risks and issues across active deployments, driving resolution before they impact timelines or outcomes. - Monitor portfolio health through AI-augmented signals, engaging proactively to accelerate adoption, drive renewals, and deepen stakeholder engagement. - Drive product adoption by running live working sessions, identifying new use cases to expand value over time, and showcasing new platform capabilities with a point of view on how they enable customer growth. - Develop and maintain success plans tied to customer goals, tracking milestones and risks from onboarding through renewal. - Build and deliver executive business reviews that connect Amplitude usage to measurable business impact, turning adoption into a renewal and expansion story. - Partner with Account Executives on renewals and expansion, building the value story, coaching champions, and identifying growth opportunities across your book. - Serve as the voice of the customer internally, channeling product feedback, market needs, and customer priorities to shape how Amplitude builds and delivers. - Continuously improve how you operate: develop repeatable playbooks, share best practices across the team, and find new ways to drive customer outcomes at scale. Qualifications - 7+ years of experience in Customer Success, Technical Account Management, or a similar customer-facing role in B2B SaaS. - 3+ years of experience specifically leading enterprise software deployments where change management and foundational data governance were core priorities. - 2+ years managing a portfolio of 10 Strategic accounts. - Experience co-owning renewals and contributing to expansion pipeline alongside a sales counterpart. - Experience training or enabling non-technical teams to become data-sufficient. - Excellent communication skills to influence everyone from a data engineer to a C-level executive. - Expert-level project management skills and the ability to thrive in an independent and fast-paced environment. Requirements - Business Acumen: Understands each customer's business model, growth levers, and priorities. Builds a path to value that connects Amplitude's platform to the outcomes that matter most to the customer. - Technical Fluency: Comfortable with Amplitude data architecture, instrumentation methods, taxonomy design, and AI agent workflows. Able to unlock use cases and guide internal and partner delivery teams. - Delivery Excellence: Drives deployment and implementation quality across a full book of business. Manages timelines, coordinates internal and partner delivery teams, and ensures every account progresses through milestones on time and to standard. - Ownership of Outcomes Across Portfolio: Responsible for retention across your territory. Ruthlessly prioritizes time, resources, and attention to focus on the accounts and actions that drive the most impact. Accountable for ensuring customers achieve measurable business results from Amplitude, and for connecting customer outcomes to commercial value. - Prescriptive Customer Guidance: Sets the standard for what good looks like at each stage of the customer journey. Drives accountability across deployment and ongoing success. Pushes back on bad implementation patterns, guides customers toward proven approaches, and holds them accountable to their own defined success criteria. - Diagnostic Thinking: Proactively recognizes adoption gaps and technical blockers early and drives creative solutions that get customers back on track. - Curiosity and Self-Sufficiency: Defaults to figuring things out independently. Explores edge cases on your own, and comes to conversations with a point of view. This role requires someone who runs toward ambiguity. - AI Innovation: Embeds AI in day-to-day workflow to improve efficiency and customer outcomes. Experiments, iterates, and shares best practices. Benefits - Excellent Medical, Dental and Vision insurance coverages, with 100% employer-paid premiums for employee Medical, Dental, Vision on select plans. - Flexible time off, paid holidays, and more. - Fidelity 401/K. - Generous stipends to spend on what matters most to you, whether that’s wellness (monthly), commuter transit/parking (monthly), learning and development (quarterly), home office equipment (annual), and much more. - Excellent Parental benefits including: 12-20 weeks of Paid Parental Leave, Carrot Fertility Benefits/Adoption/Surrogacy support, Back-up Child Care support. - Mental health and wellness benefits including no cost employee access to Modern Health coaching & therapy Sessions and high quality physician office experience via One Medical membership (select U.S. locations only). - Employee Stock Purchase Program (ESPP).

Role Description Our team is growing and we're looking for a Customer Success Manager (CSM) to help drive software adoption, maximize value, and ensure long-term satisfaction for our clients. - Own your client portfolio and be accountable for their health, adoption, and value delivery. - Protect and increase revenue by providing valuable insights to customers through data, offering improvement recommendations that help them improve & succeed. - Run structured value sessions — presenting KPI progress, identifying improvement opportunities, and recommending concrete actions. - Monitor usage, actions, progress and customer health proactively; escalate and act before problems grow. - Lead Strategic Business Reviews tied to each customer's objectives and drive renewal and upsell conversations. - Coordinate internally with Sales, Product, Enablement, Implementation, and Support to unblock issues and relay customer feedback. - Keep CRM and customer records accurate and up to date. - Be product and business savvy, ensuring to tailor the customer experience to meet their business needs with Orquest. Qualifications - Senior: 4+ years as a Customer Success Manager, Account Manager, or similar role in B2B SaaS environments (experience in Retail or Workforce Management is a huge plus). - Proven track record of driving software adoption, customer retention, and account growth. - Strong analytical skills — you're comfortable working with data, building reports, and translating numbers into decisions. Knowledge of Excel and Power BI are necessary. - Excellent communication and storytelling skills, with the ability to influence and engage both operational store managers and C-level executives. - An empathy-driven approach combined with sharp problem-solving skills to navigate complex customer situations. - Ability to manage a diverse portfolio of clients simultaneously and prioritize effectively in a fast-paced environment. - Experience with CRM tools (HubSpot, Vitally). - Advanced English level (C1). French is a very strong plus. Benefits - A key role in a fast-growing international SaaS company. - A diverse, global team and collaborative culture. - Real ownership and autonomy to drive impact. - Comprehensive Medical Insurance. - OpenUp platform for your mental well-being. - Cobee for flexible compensation (meals, transport, etc.). - Language classes to keep you growing. - A flexible work model.

• Customer support with backing: Gradually take on responsibility for your own portfolio of around 100 mid-market (SME) customers. • Growth & retention: You actively contribute to your customers' "Net Retention Movements". • Onboarding & established processes: You guide our customers through the successful implementation of our products. • Relationship building: You establish strong, successful relationships with your customers. • Targeted communication: You communicate proactively, clearly, and concisely with customers. • Problem solving & feedback: You actively contribute to our product development by collecting valuable customer feedback.

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.