About the Role:
We are seeking a versatile and experienced Cybersecurity Advisor to join our growing team. This is a hybrid role that merges the hands-on security expertise of a Cybersecurity Advisor and digital engagement focus of a Scaled Customer Success Advisor. You will be responsible for guiding customers on their security journey from onboarding and ensuring they maximize the value of our cybersecurity solutions, and scaling customer success through digital channels and automation.
This role is both proactive and reactive, combining technical acumen, customer relationship management, and strategic communication to support and elevate customer experience at scale.
Key Responsibilities:
Serve as a trusted cybersecurity advisor to clients, guiding them on threat mitigation, incident response, and security posture improvement.
Assist in reviewing, triaging, and addressing alerts alongside security analysts.
Develop and deliver customer-facing materials including executive briefings, security reports, and strategic action plans.
Maintain up-to-date knowledge of the cybersecurity landscape, tools, and frameworks.
Respond to inbound customer inquiries via email or digital triggers and ensure timely, accurate, and helpful responses.
Provide product guidance and direct customers to relevant resources (e.g., Rapid7 Academy, knowledge bases, community forums).
Use engagement signals (e.g., NPS, CSAT, support tickets) to drive adoption and customer health improvements.
Support the creation and deployment of digital lifecycle programs, messaging, and scalable customer touchpoints
Support onboarding activities of a customer
Team Collaboration
Act as a point of escalation and peer coach for the team, supporting resolution paths for complex customer needs.
Collaborate with Renewals, Sales, Support, and GTC teams to align on customer strategy and value realization.
Lead initiatives to improve digital processes and enhance operational workflows.
Analytics & Feedback
Forecast customer health and sentiment post-engagement and communicate risk or opportunity to internal teams.
Collect and report on customer feedback, influencing product and service enhancements.
Skills & Qualifications:
4+ years of experience in Cybersecurity, SaaS Customer Success, or Technical Account Management roles.
Strong understanding of security frameworks, threat detection, incident response, and vulnerability management.
Proven ability to manage client relationships, resolve technical issues, and communicate with technical and executive stakeholders.
Prior technology deployment and configuration experience
Strong project management and prioritization abilities
Experience with CRM tools (e.g., Salesforce) and digital engagement tools.
Exceptional written and verbal communication skills across multiple channels (email, Slack, presentations, etc.).
Highly organized, self-driven, and comfortable managing multiple priorities in a fast-paced, global environment.
Industry certifications such as CompTIA Security+, Cloud+, Network+, or CISSP are a strong plus.