MSSP Customer Success Advisor

As a Rapid7 Customer Success Advisor, you'll be the go-to partner for our MSSP customers; guiding them with your cybersecurity expertise and deep knowledge of Rapid7's solutions to help them unlock the full value of their investment. You won't just support our customers, you'll empower them to thrive.
About the Team
The Customer Success team represents the backbone of our relationships with our customer base. This includes ensuring customers successfully deploy, adopt, and maintain Rapid7 solutions year over year. As technology and innovation move forward, vulnerabilities in our digital world continue to evolve and change. Teams reflecting 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 the Role
Responsible for overall success and satisfaction, the CSA's mission is to create customer advocates in our technical environment. You will play a crucial role in building and maintaining strong relationships with our MSSPs, understanding their unique cyber security goals, creating Success Plans, and providing our MSSPs with the necessary support and guidance to meet their goals and help secure renewals and growth.
Specifically, your focus will be to:

• Develop and maintain strong, long-lasting relationships with key stakeholders, including technical teams, project managers, and C-level executives.
• Orchestrate key touchpoints with customers from weekly status meetings to Executive Business Reviews
• Act as the primary point of contact for customers, addressing inquiries, resolving issues, and proactively identifying opportunities for improvement.
• Demonstrate a deep understanding of the value-drivers of our products and the ability to help customers navigate and optimize their usage
• Provide advice and educational materials to help customers understand and utilize the features and functionalities of the products.
• Be viewed as a trusted advisor with customers. Be the go-to partner for your set of assigned customers.
• Advocate for customer needs and feedback within the organization to drive product enhancements and improvements.
• Collaborate with cross-functional teams, including sales, marketing, and product development, to ensure a unified approach in delivering customer success.
• Identify potential risks and challenges in customer relationships and work proactively to address them before they escalate.
• Monitor customer usage patterns and engagement to identify accounts that may be at risk of churn.
• Establish and track key performance indicators (KPIs) related to customer success, including customer satisfaction scores, product usage/health, retention rates, and upsell opportunities.

The skills and qualities you'll bring include:

• 3+ years of Customer Success, Technical Support, or Consulting experience, ideally from a high tech or SaaS company - specifically cyber security - where you developed strategies and plans on assigned accounts to fully leverage technology solutions.
• Excellent written and verbal skills
• Excellent interpersonal and communication skills
• Prior technology deployment and configuration experience
• Strong project management and prioritisation abilities
• Strong understanding of technical concepts and experience advising customers on how to best use and adopt the platform for faster Return on Investment (ROI)
• Problem-solving mentality with the ability to navigate complex situations
• Industry-related certifications i.e. A+, Network+, Sec+, Cloud+, CCSP, etc. are a plus
• Familiarity with customer success platforms and tools is also plus

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
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 what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11,000+ customers against bad actors and threats means we're continuing to push the envelope - just like we've been doing for the past 20 years. If you're ready to solve some of the toughest challenges in cybersecurity, we're ready to help you take command of your career. Join us.
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