Customer Success Manager

The Customer Success Manager (CSM) acts as a trusted partner to Rapid7 customers, helping them maximise the value of their cybersecurity investments. In this role, you will leverage your product expertise and domain knowledge to support customers in achieving their security goals while driving platform adoption and long-term success.
About the Team
The Customer Success team is responsible for ensuring customers achieve meaningful outcomes with Rapid7 solutions by building strong, trusted relationships and delivering strategic guidance throughout the customer lifecycle.
Customer Success operates at the centre of the business, collaborating closely with Sales, Product, Support, and Engineering to advocate for customer needs and deliver a seamless experience. The team plays a critical role in shaping customer strategy, influencing product direction through feedback, and ultimately contributing to revenue growth through renewals and expansion.
This is a fast-paced, customer-centric environment where strong communication, accountability, and cross-functional collaboration are key to success.
About the Role
As a Customer Success Manager, your primary responsibility will be to guide customers in realising the full value of their Rapid7 products to support their cybersecurity objectives. Specifically, your focus will be to:

• Build and maintain strong, strategic relationships with key customer stakeholders
• Act as the primary point of contact to address inquiries, resolve issues, and drive customer satisfaction
• Provide product and domain expertise to ensure customers effectively adopt and optimise Rapid7 solutions
• Lead key customer engagements such as status reviews and Executive Business Reviews
• Identify and mitigate risks within customer accounts to support retention and renewal
• Advocate for customer needs internally to influence product and service improvements

The skills and qualities you'll bring include:

• 2+ years in Customer Success, Account Management, or Consulting within SaaS or high-tech (cybersecurity preferred)
• Strong interpersonal and communication skills, with proficiency in German and English
• Takes ownership of customer outcomes, follows through on commitments, and proactively addresses challenges to ensure long-term success
• Effectively partners with Sales, Product, Support, and Engineering to deliver a seamless customer experience and resolve issues efficiently
• Ability to develop customer strategies and drive product adoption for measurable ROI
• Communicates complex ideas simply and effectively to both technical and non-technical stakeholders, building trust and credibility
• Solid understanding of technical concepts and security frameworks
• Strong project management, prioritisation, and problem-solving abilities
• 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.
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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.