Strategic Customer Success Manager



Customer Service, Sales & Business Development
Tokyo, Japan
Posted on Thursday, October 5, 2023

Rapid7 is seeking a Strategic Customer Success Manager who will provide best in class customer experiences and be a strong partner for our customers at every stage of the customer lifecycle. We’re focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues and helping the sales team with upsells and renewals.

About the Team

This team represents the backbone of our relationships with our customer base. This includes ensuring customers successfully deploy, adopt, and maintain Rapid7 solutions year over year. As technology and innovation move forward, vulnerabilities in our digital world continue to evolve and change. This means going beyond the goal of customer renewals and instead focusing on long-term customer health. Being successful on this team means advocating for customer needs, challenging convention through new ideas and solutions, and working together to create impact.

About the Role

The Rapid7 Customer Success Managers are the backbone of our relationships with our customer base. They are responsible for managing a defined book of business to ensure their customers successfully deploy, adopt, and maintain Rapid7 solutions and continue to renew their licenses year-over-year.

Customer Success Managers are highly motivated customer relationship leaders that secure long-term relationships, drive adoption of our tools, generate referrals, identify up-sell and cross-sell opportunities, and drive customer loyalty. An exceptional Customer Success Manager strives to understand our customer’s security needs and how Rapid7 can help them to achieve their goals.

In this role, you will:

  • Establish clear goals to achieve customer retention and opportunities to expand and upsell.

  • Consistently achieve quarterly renewal revenue targets, striving for a high percentage of on-time revenue retention.

  • Work closely with our regional partners to provide excellent service for their end users and ensure a tight communication and relationship in maintaining and driving regional revenue.

  • Drive customer awareness of product features and Rapid7 services to maximize the adoption and realized value of their purchased solutions.

  • Develop and maintain strong, multi-level relationships with each customer, ensuring that Rapid7 solutions support the ongoing needs and security objectives for each customer.

  • Engage in consistent, proactive client and partner meetings to positively impact customer loyalty and revenue growth.

  • Recognize expansion opportunities and effectively qualify them for Sales counterparts to bring to closure.

  • Effectively manage reactive customer requests and anticipate their needs.

  • Daily communication with internal and external customers.

  • Manage all customer information – including updates on key contacts, new and existing quotes, and purchase history.

The skills you’ll bring include:

  • Minimum of 5 years of experience in Customer Success Management or Service Delivery Role.

  • 3 years of SaaS experience, including knowledge in any one of these areas, VM/Cloud/AppSec/Threat Intel/Managed Services (highly preferred)

  • Fluent English and Japanese communication skills.

  • Able to appreciate and articulate technically with a experience in cyber security preferred

  • Passionate about service and support; seeks to achieve extraordinary results through tenacious and creative problem solving.

  • Assertive but empathetic in nature; able to assist customers toward strategic goals through a combination of persuasion and rapport.

  • Energized by connecting and building long-lasting relationships with customers

  • Exceptional multi-tasking abilities and organization skills.

  • Detail-oriented – able to capture proper information correctly and accurately.

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.

About Rapid7

Rapid7 (NASDAQ: RPD) helps organizations across the globe protect what matters most so innovation can thrive in an increasingly connected world. Our comprehensive technology, services, and community-focused research simplify the complex for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, be in 10 places at once, and shut down attacks. We’re on a mission to make security solutions easier to use and access so we can bring safety and resilience to more people. With more than 10,000 customers across 140+ countries, Rapid7 is a leader in cybersecurity that has earned numerous industry accolades and recognition for our technology and culture.