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- Tasks: Support customers via digital channels, ensuring a seamless experience and resolving inquiries.
- Company: Rapid7 is a leading cybersecurity firm helping organisations protect their assets globally.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and collaboration.
- Why this job: Join a passionate team focused on customer success and innovation in cybersecurity.
- Qualifications: 2+ years in SaaS customer service; strong communication and multitasking skills required.
- Other info: Based in Belfast; ideal for tech-savvy individuals eager to make an impact.
The predicted salary is between 28800 - 43200 £ per year.
Customer Success Manager – Belfast (please only apply if you are based in Belfast) As a Scaled Customer Success Manager, you will provide support to our customers via digital communication channels, ensuring a smooth and effective customer experience. You will leverage your cybersecurity knowledge and expertise in R7 products and solutions to maximize customer value from their R7 investment. About the Team The Scaled Customer Success Team is a vital part of Rapid7\’s Customer Success organization, designed to deliver a world-class experience to our scaled customers. This global team uses technology, automation, and data-driven processes to efficiently scale while maintaining personalized interactions. The team manages both assigned customers and supports a one-to-many model, focusing on onboarding, customer health, and product adoption. They proactively reach out based on health and adoption signals, designing digital lifecycle programs to ensure consistent, proactive customer engagement. About the Role We seek a Scaled Customer Success Manager to support our customers through digital channels, ensuring a seamless experience. Responsibilities include responding to inquiries, researching issues, and coordinating resources for resolution. The role involves working closely with the renewals team to identify upselling and cross-selling opportunities while maintaining high customer satisfaction and engagement. Key Responsibilities Customer Inquiries: Respond promptly to inbound inquiries via email or digital triggers. Guiding Customers: Direct customers to resources like Rapid7 Academy, forums, blogs, or support teams as appropriate. Issue Resolution: Address product usage challenges and account queries, advising on technical resources. Product Knowledge: Maintain understanding of Rapid7’s products and digital tools to support team efforts. Customer Health Forecasting: Record customer sentiment and share insights with leadership and sales teams. Multi-tasking: Manage multiple queries across platforms, prioritizing effectively. Risk Management: Escalate unresolved or complex issues as needed. Calls to Action: Respond to survey responses, NPS scores, and support escalations. Customer Feedback: Collect and report feedback to improve services. Team Collaboration: Work with colleagues across departments. Process Improvement: Suggest enhancements to workflows and customer experience. Skills and Qualifications Proven experience in customer success or service, especially in digital environments. At least 2 years in SaaS customer service with a track record of exceeding KPIs. Experience or familiarity with cybersecurity, SaaS, or technology is desirable. Excellent communication skills across email, Slack, calls, and meetings. Ability to handle multiple tasks and prioritize effectively. Tech-savvy and adaptable to fast-paced environments. Team player with ability to work independently. Experience with CRM tools like Zendesk or Salesforce. Language skills and regional familiarity within EMEA are advantageous. Objectives The team\’s success will be measured by KPIs related to customer health, adoption, NPS, CSAT, and ticket resolution volume. About Rapid7 Rapid7 (NASDAQ: RPD) helps organizations worldwide protect what matters most, enabling innovation in a connected world. We provide comprehensive cybersecurity solutions, research, and community support to reduce vulnerabilities and respond to threats. With over 10,000 customers in 140+ countries, Rapid7 is recognized as a leader in cybersecurity for our technology and culture. #LI-SC2 #J-18808-Ljbffr
Scaled Customer Success Manager employer: Divvy Cloud Corp.
Contact Detail:
Divvy Cloud Corp. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Scaled Customer Success Manager
✨Tip Number 1
Familiarise yourself with Rapid7's products and solutions. Understanding their offerings will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Leverage your network to connect with current or former employees of Rapid7. They can provide valuable insights into the company culture and the specific expectations for the Scaled Customer Success Manager role.
✨Tip Number 3
Prepare to discuss your experience with customer success metrics, especially in a SaaS environment. Be ready to share examples of how you've exceeded KPIs in previous roles, as this will be crucial for demonstrating your fit for the position.
✨Tip Number 4
Showcase your communication skills by engaging with Rapid7 on social media or forums. This not only highlights your enthusiasm for the company but also gives you a chance to interact with potential future colleagues.
We think you need these skills to ace Scaled Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success, particularly in digital environments. Emphasise any experience you have with SaaS and cybersecurity, as these are key aspects of the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of Rapid7's products and your passion for customer success. Mention specific examples of how you've improved customer experiences in previous roles.
Highlight Communication Skills: Since the role requires excellent communication across various channels, provide examples in your application that demonstrate your ability to communicate effectively via email, Slack, and calls.
Showcase Problem-Solving Abilities: Include instances where you've successfully resolved customer issues or improved processes. This will illustrate your capability to handle the responsibilities outlined in the job description.
How to prepare for a job interview at Divvy Cloud Corp.
✨Showcase Your Cybersecurity Knowledge
Make sure to brush up on your cybersecurity knowledge before the interview. Be prepared to discuss how your expertise can help customers maximise their investment in R7 products and solutions.
✨Demonstrate Effective Communication Skills
Since the role involves responding to customer inquiries via digital channels, practice articulating your thoughts clearly and concisely. Use examples from your past experiences to illustrate your communication style.
✨Highlight Your Multi-tasking Abilities
The job requires managing multiple queries across platforms. Prepare to discuss how you prioritise tasks and handle various customer needs simultaneously, perhaps by sharing specific instances where you successfully juggled multiple responsibilities.
✨Prepare for Team Collaboration Questions
As a Scaled Customer Success Manager, you'll need to work closely with colleagues across departments. Think of examples that demonstrate your ability to collaborate effectively and contribute to team success.
