As a Scaled Customer Success Manager, you will provide support to our customers via digital communication channels, ensuring a smooth and effective customer experience. You will use your cybersecurity knowledge and expertise in R7 products and solutions to help customers maximize the value from their R7 investment.
About the Team
The Scaled Customer Success Team is a vital part of the Rapid7 Customer Success organization, designed to deliver a world-class experience to our scaled customers. This global team leverages technology, automation, and data-driven processes to scale efficiently while maintaining personalized interactions.
The team supports both assigned customers and adopts a support model that handles multiple customers, focusing on onboarding, health, and adoption of Rapid7 products. They proactively reach out based on health signals, alerts, and other calls to action, designing digital customer lifecycle programs to ensure consistent, proactive engagement at scale.
The primary focus is on customer health and product adoption, working alongside the Renewals Account Management team, which handles renewals and expansion opportunities.
About the Role
We are seeking a Scaled Customer Success Manager to join our team. This role involves providing exceptional support via digital channels, responding to inquiries, researching issues, and coordinating resources for resolution. The role also involves working with the renewals team to identify upsell and cross-sell opportunities while ensuring customer satisfaction and engagement.
Key Responsibilities:
1. Customer Inquiries: Respond to inbound inquiries via email or digital triggers promptly and effectively.
2. Direct Customers: Guide customers through resources like Rapid7 Academy, forums, blogs, product online resources, or customer training; refer them to appropriate teams when necessary.
3. Issue Resolution: Resolve challenges related to product usage and account queries, advising on technical resources.
4. Product Knowledge: Maintain a thorough understanding of Rapid7’s products, services, and digital tools.
5. Customer Health Forecasting: Record customer sentiment after engagement and share insights with leadership and sales teams.
6. Multi-tasking: Manage multiple customer queries across platforms, prioritizing based on urgency.
7. Risk Management: Escalate unresolved or complex issues to the appropriate teams.
8. Respond to Calls to Action: Address customer survey responses, low NPS scores, and escalated support tickets.
9. Customer Feedback: Collect and report feedback to improve service delivery.
10. Team Collaboration: Work closely with colleagues across teams.
11. Process Improvement: Contribute ideas to streamline workflows and enhance customer experience.
The skills and qualifications include:
* Proven experience in customer success or service, ideally in a digital environment.
* 2+ years in SaaS customer service with a track record of exceeding KPIs.
* Experience in cybersecurity, SaaS, or technology is desirable but not essential.
* Excellent communication skills across email, Slack, calls, and meetings.
* Ability to manage multiple tasks and priorities effectively.
* Tech-savvy and comfortable in a fast-paced environment.
* Collaborative yet independent work style.
* Experience with CRM tools like Zendesk or Salesforce.
* Language skills and experience working across EMEA regions are advantageous.
Objectives:
The team will be measured on KPIs related to customer health, adoption, NPS, CSAT, platform usage, response times, and ticket volume.
About Rapid7
Rapid7 (NASDAQ: RPD) helps organizations worldwide protect what matters most. Our technology, services, and community research simplify security, helping teams reduce vulnerabilities, monitor threats, and respond effectively. We aim to make security solutions accessible and easy to use, supporting over 10,000 customers across 140+ countries. Rapid7 is recognized for its technology and culture.
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