Customer Health Metrics Manager



Customer Service
United States · Boston, MA, USA
Posted on Friday, November 17, 2023

About the Team

Rapid7’s Customer Excellence Team is responsible for building insights, customer knowledge, and marketing programs that help Rapid7’s customers get value from our products and services

The Opportunity

As the Customer Health Metrics Manager, you’ll be responsible for leading cross-functional efforts to create and scale customer health metrics and maximize long-term customer health and retention.

In this role, you will:

  • Define an overall Customer Health Score, including component measures such as customer usage milestones for core solutions/services

  • Through close partnership with data and analytics teams, build an in-depth understanding of customer behaviors and other signals to identify key markers that distinguish healthy and unhealthy accounts

  • Define targets for improvement in the Customer Health Score and evolve our understanding of what makes a customer healthy

  • Work with operational and technical partners to automate and systematize Customer Metrics and Health Score within relevant downstream systems, empowering our Go-To-Customer teams with accurate metrics

  • Manage dashboards, reporting, and tools to give account teams visibility into their customer’s health score and relevant activities

  • Create and coordinate cross-functional tactics to drive improvement in the health of our customer base, including opportunities for intervention, through a data-informed test and learn approach

  • Analyze the health of our customer base on a regular basis and create proactive recommendations to drive long term customer retention

The skills you’ll bring include:

  • Highly customer focused and oriented

  • 5+ years experience in marketing

  • Strong collaboration and relationship building skills across many teams, including Business Analytics, Product, Business Intelligence, Sales, Marketing and Customer Success

  • High comfort working with data and technical teams, and diving into systems and operational process design

  • Proven track record driving results, with quantified impact - separating causation/correlation and using valid analytical methodologies

  • Ability to effectively manage multiple projects simultaneously and prioritize

  • Strong written and verbal communication skills, including presenting to peer audiences and leadership

  • B2B marketing experience with technology/SAAS preferred

  • Experience in analytics software, like Tableau, preferred

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.

About Rapid7

Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of best-in-class solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cutting-edge research–using these insights to optimize our products and arm the global security community with the latest in attacker methods. Trusted by more than 10,000 customers worldwide, our industry-leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future-ready for what’s next.

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.