As a Rapid7 Customer Success Advisor (CSA), you will act as a trusted advisor for our MSSP customers and use your cyber security knowledge and expertise of R7 products and solutions to ensure customers maximise the value from their R7 investment.

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

Providing MSSPs with the necessary support and guidance to meet their goals and help secure renewals and growth

In this role, you will be responsible for:

● Relationship Management

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

● Product Expertise

Demonstrate a deep understanding of the value drivers of our products and help customers navigate and optimise their usage

Provide advice and educational materials to help customers understand and utilise product features and functionalities

● Domain Expertise

Stay up-to-date with the latest trends, like-technologies, and developments across cyber security

Be viewed as a trusted advisor and go-to partner for your assigned customers

● Customer Advocacy

Advocate for customer needs and feedback within the organisation 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

● Risk Mitigation

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