Senior Customer Success Manager

As a Senior Customer Success Manager at Rapid7, you will be the driving force behind meaningful, lasting outcomes for our customers — helping them operationalize their cybersecurity investments, achieve their security goals, and realize the full value of the Rapid7 platform. You will work closely with CISOs and technical leaders to build trusted partnerships that reduce risk, accelerate adoption, and create advocates out of every account you own. If you are passionate about customer impact and want to bring your cybersecurity expertise to a role where your work directly shapes how organizations defend themselves, this is the role for you.

About the Role

As a Senior Customer Success Manager, your primary responsibility will be to own the success of a portfolio of strategic accounts — building deep relationships, driving platform adoption, and ensuring every customer achieves their security goals. Specifically, your focus will be to:

• Develop and maintain strong, long-lasting relationships with key stakeholders across technical teams, project managers, and C-level executives — serving as the primary point of contact and trusted advisor for your assigned accounts.
• Build and execute tailored Success Plans that align each customer’s unique cybersecurity goals to the capabilities of the Rapid7 platform, driving measurable outcomes and faster time to value.
• Orchestrate key customer touchpoints — from weekly status meetings to Executive Business Reviews — ensuring consistent engagement, alignment, and forward momentum on customer priorities.
• Demonstrate deep product expertise by helping customers navigate, adopt, and optimize their use of Rapid7 solutions, providing guidance and educational resources that maximize their return on investment.
• Advocate for customer needs internally, collaborating with cross-functional teams including sales, marketing, and product development to drive improvements and 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, strategic guidance to your customers.

The skills and qualities you’ll bring include:

• A customer-first mindset with a proven ability to build trust with senior stakeholders, including CISOs and C-level executives, and turn complex customer relationships into long-term partnerships.
• Exceptional written and verbal communication skills, with the ability to translate technical concepts into clear, compelling narratives for both technical and executive audiences.
• A Never Done approach to professional growth — staying current on cybersecurity trends, platform updates, and industry best practices to continuously elevate the value you bring to customers.
• Accountability for your book of business — owning outcomes, proactively surfacing risk, and driving resolution with a bias toward action and impact.
• 5-6+ years of Customer Success, Account Management, or Consulting experience in a high-tech or SaaS environment, ideally within cybersecurity.
• Experience developing and executing account strategies that drive platform adoption, retention, and expansion.
• Prior technology deployment and configuration experience, with the ability to advise customers on how to best leverage solutions for faster ROI.
• Strong project management and prioritization skills, with the ability to manage multiple strategic accounts and competing priorities simultaneously.
• Familiarity with security frameworks and concepts (e.g. NIST, CIS Controls, cloud security) and the ability to apply them in customer conversations.
• Industry certifications such as A+, Network+, Security+, Cloud+, or CCSP are 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.