Scaled Customer Success Manager

Customer Success Manager - Belfast (please only apply if you are based in Belfast)

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 leverage your cybersecurity knowledge and expertise in R7 products and solutions to maximize customer value from their R7 investment.

The Scaled Customer Success Team is a vital part of Rapid7's Customer Success organization, designed to deliver a world-class experience to our scaled customers. This global team uses technology, automation, and data-driven processes to efficiently scale while maintaining personalized interactions.

The team manages both assigned customers and supports a one-to-many model, focusing on onboarding, customer health, and product adoption. They proactively reach out based on health and adoption signals, designing digital lifecycle programs to ensure consistent, proactive customer engagement.

We seek a Scaled Customer Success Manager to support our customers through digital channels, ensuring a seamless experience. Responsibilities include responding to inquiries, researching issues, and coordinating resources for resolution. The role involves working closely with the renewals team to identify upselling and cross-selling opportunities while maintaining high customer satisfaction and engagement.

1. Customer Inquiries: Respond promptly to inbound inquiries via email or digital triggers.
2. Guiding Customers: Direct customers to resources like Rapid7 Academy, forums, blogs, or support teams as appropriate.
3. Issue Resolution: Address product usage challenges and account queries, advising on technical resources.
4. Product Knowledge: Maintain understanding of Rapid7's products and digital tools to support team efforts.
5. Customer Health Forecasting: Record customer sentiment and share insights with leadership and sales teams.
6. Multi-tasking: Manage multiple queries across platforms, prioritizing effectively.
7. Risk Management: Escalate unresolved or complex issues as needed.
8. Calls to Action: Respond to survey responses, NPS scores, and support escalations.
9. Customer Feedback: Collect and report feedback to improve services.
10. Team Collaboration: Work with colleagues across departments.
11. Process Improvement: Suggest enhancements to workflows and customer experience.

• Proven experience in customer success or service, especially in digital environments.
• At least 2 years in SaaS customer service with a track record of exceeding KPIs.
• Experience or familiarity with cybersecurity, SaaS, or technology is desirable.
• Excellent communication skills across email, Slack, calls, and meetings.
• Ability to handle multiple tasks and prioritize effectively.
• Tech-savvy and adaptable to fast-paced environments.
• Team player with ability to work independently.
• Experience with CRM tools like Zendesk or Salesforce.
• Language skills and regional familiarity within EMEA are advantageous.

The team's success will be measured by KPIs related to customer health, adoption, NPS, CSAT, and ticket resolution volume.

Rapid7 (NASDAQ: RPD) helps organizations worldwide protect what matters most, enabling innovation in a connected world. We provide comprehensive cybersecurity solutions, research, and community support to reduce vulnerabilities and respond to threats. With over 10,000 customers in 140+ countries, Rapid7 is recognized as a leader in cybersecurity for our technology and culture.