Senior Director, Customer Success
Rapid7
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $189,600 - $256,500 per year
Job Level
About the role
- Design and execute a customer relationship strategy focused on driving high retention
- Lead a high-performing team of Customer Success Managers
- Translate customer insights into scalable methodologies
- Drive key performance indicators including gross and net revenue retention
- Implement scalable processes, dashboards, and reporting cadences
- Partner with Sales, Product, and Support to influence process improvements
- Provide hands-on leadership in complex account scenarios
- Develop repeatable, consultative methodologies for CSMs
Requirements
- 10-15 years of experience in B2B client-facing roles
- At least 5+ years specifically leading and developing managers or senior-level CSMs
- Proven track record of owning and driving retention, expansion, and adoption metrics
- Strong experience handling complex commercial negotiations and high-level customer escalations
- Demonstrated ability to design scalable lifecycle frameworks and leverage CRM/CSM platforms
- Excellent cross-functional collaboration skills
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Professional development
- Flexible work arrangements
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer relationship strategykey performance indicatorsscalable methodologiescomplex account managementconsultative methodologieslifecycle frameworks
Soft Skills
leadershipcross-functional collaborationcustomer insights translationnegotiationproblem-solving