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Customer Experience Manager

| Greater Boston Area

About Rapid7
Rapid7 is breaking down silos and transforming how Security, IT, and DevOps teams work together to drive secure innovation. Our analytics and automation cloud, Rapid7 Insight, provide the shared visibility, intelligence, and connected workflow these teams need to manage the vulnerabilities, threats, and performance issues that put their organizations at risk. With more than 7,100 customers across 120 countries, Rapid7 is a recognized leader in cybersecurity.

Position Overview

As a Customer Experience Manager, you are focused on leading the development of strategic offerings that ensure Rapid7 customers are receiving the full value of our solutions. You have a history of driving successful customer programs focused on delivering great experiences and understand how to influence customers to grow their adoption of products. You will experiment with various growth tactics to build a playbook for maximizing usage across our customer base and advise CSM’s on how to influence growth within their portfolios. You expect to thrive on a fast-growth Customer Experience team that champions the end-to-end Rapid7 customer journey and works cross-functionally (with Sales, Product, Marketing, Product, UX and Customer Success) to develop ongoing strategies for creating customer value.

Responsibilities:

  • Build Rapid7’s customer offerings strategy by defining the programs / services that drive customer value and partner with Customer Support and Customer Success to implement
  • Develop growth tactics to build a playbook for maximizing usage across our customer base and advise CSM’s on how to influence growth within their portfolios
  • Lead Enterprise Voice of the Customer Program
  • Develop a Customer engagement and communication framework to ensure customers hear from ‘One Rapid7 Voice’
  • Partner with key cross-functional stakeholders (Customer Success, Customer Support, Operations, User Experience, Product Management, Business Intelligence, Marketing, and IT) to drive projects that positively impact how we engage with customers and drive adoption / expansion of Rapid7 solutions while delivering great experiences
  • Act as a key stakeholder on cross-functional projects that transform the Rapid7 Customer Experience

Minimum Requirements

  • Bachelor's Degree
  • 5+ years’ experience in a cross-functional leadership, Product Marketing or Customer Experience / Success high-growth role
  • Strong communication skills (oral and written)
  • Demonstrated experience growing adoption or usage of a product, enterprise or consumer
  • Previous experience leading Product Marketing or Customer Offering Programs
  • A history of leading or taking part in cross functional projects with a large scope of responsibility
  • Strong analytical ability required
  • Deep understanding of strategic thinking and critical problem solving
  • Dynamic and enthusiastic personality, combining flexibility and creativity
  • Assertive
  • Thrives on change
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Location

Rapid7 is conveniently located in downtown Boston, with plenty of restaurants, bars and public transport close by.

What are Rapid7 Perks + Benefits

Culture
Volunteer in local community
Once a year, Rapid7 offices across the globe close for the day so employees can volunteer.
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong.
Stocked Kitchen
Rapid7 has a fully stocked kitchen including unlimited snacks, coffee, tea and all of the flavored sparkling water you can handle.
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning
Online course subscriptions available
Paid industry certifications
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