Customer Success Advisor

About the role

Rapid7's Customer Success team is dedicated to ensuring every customer achieves measurable security outcomes from their investment in our platform. We partner closely with technical teams, security leaders, and executives to drive adoption, accelerate value, and build the kind of long-term relationships that make our customers more secure - and more confident. As a Customer Success Manager, your primary responsibility will be to own the success of an assigned portfolio of accounts - building trusted relationships, driving platform adoption, and ensuring customers achieve their cybersecurity goals. Specifically, your focus will be to: Develop and maintain strong, lasting relationships with key stakeholders across technical teams, project managers, and C-level executives - serving as the primary point of contact and go-to partner for your assigned customers. Build and execute Success Plans that align each customer's unique cybersecurity goals to the capabilities of the Rapid7 platform, providing the guidance and support needed to meet those goals and secure renewals. Orchestrate key customer touchpoints - from weekly status meetings to Executive Business Reviews - ensuring consistent engagement and alignment on customer priorities. Demonstrate strong product knowledge by helping customers understand, adopt, and optimize their use of Rapid7 solutions, providing advice and educational resources that drive faster time to value. Advocate for customer needs and feedback internally, collaborating with cross-functional teams including sales, marketing, and product development to 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 guidance and act as a trusted advisor to your customers. The skills and qualities you'll bring include: A customer-first mindset with a genuine passion for helping customers succeed, and the ability to build trusted relationships with technical practitioners and business stakeholders alike. Strong written and verbal communication skills, with the ability to clearly convey complex concepts and foster commitment from customers and internal partners. A growth-oriented approach to your craft - staying curious, seeking feedback, and continuously developing your cybersecurity and customer success expertise. Accountability for your portfolio - owning your customer relationships, proactively surfacing risk, and following through on commitments that drive outcomes. 2+ years of Customer Success, Account Management, or similar experience, ideally in a high-tech or SaaS environment; cybersecurity experience and certifications highly preferred. Experience developing account strategies and success plans to help customers fully leverage technology solutions. Prior technology deployment and configuration experience, with the ability to advise customers on adoption and optimization for faster ROI. Effective project management and prioritization skills, with the ability to manage multiple accounts and competing priorities simultaneously. A solutions-oriented mentality with the ability to navigate complex customer situations and drive resolution. Familiarity with customer success platforms and tools such as Gainsight is a plus; industry certifications such as A+, Network+, Security+, Cloud+, or CCSP are also 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. #LI-WP1 About Rapid7 At Rapid7, our vision is to create a secure digital world for our customers, our industry, and our communities. We do this by harnessing our collective expertise and passion to challenge wh