Lead Program Manager Customer Experience Programs & Operations

Rapid7

Lead Program Manager Customer Experience Programs & Operations

Posted 52 Minutes Ago

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Hiring Remotely in Boston MA USA

Remote or Hybrid

123K-167K Annually

Expert/Leader

Artificial Intelligence • Cloud • Information Technology • Sales • Security • Software • Cybersecurity

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The Role

The Lead Program Manager will oversee complex programs within Customer Success driving innovation operational excellence and cross-functional collaboration to enhance customer outcomes.

Summary Generated by Built In

As a Lead Program Manager on the Customer Success Operations team you'll drive strategic cross-functional programs that help Rapid7 scale customer success improve customer outcomes and accelerate retention and growth. This highly visible role partners across Customer Success Product Sales and Operations to transform how we work build scalable processes and systems and deliver measurable business impact through operational excellence and customer-centric innovation.
About the Team
The Program Manager will lead the planning execution and delivery of complex programs that will help the Customer Experience and Customer Success teams deliver value advocacy retention and growth across Rapid7's customers.
About the Role
As a Lead Program Manager this role involves influencing the strategy of Customer Success Operations leading and managing a portfolio of programs ensuring they are completed successfully while translating business objectives into scalable programs and systems. The Lead Program Manager will work cross-functionally with various teams manage stakeholder expectations mitigate risks and ensure the timely and effective delivery of program goals while embedding customer-centric thinking into all programs and processes.
Specifically your focus will be around:

Programs Development:
- Identify opportunities for innovation automation and process optimization
- Creates new programs and scalable processes systems and frameworks based on identified gaps and opportunities to deliver more efficiency and improved customer experiences and outcomes
- Lead and manage high-impact strategic projects that impact all teams globally scale customer success practices and drive better outcomes
- Defines scope objectives timelines and measures of success (KPIs)
Program Leadership and Change Management:
- Leverage customer insights and feedback to influence senior leadership and drive alignment across CS Product Sales and Operations
- Act as a connective layer across GTM and post-sales teams
- Lead transformation initiatives that redefine how Customer Success operates at scale
- Drive adoption of new operating models processes and company objectives and priorities.
- Communicate program status risks and milestones
- Continuously iterate on programs based on data and feedback
Program Measurement
- Provide regular program reports to executive leadership and other stakeholders including KPIs program health and productivity measures
- Drive measurable improvements in retention expansion and customer outcomes with the ability to tie outcomes to financial and operational impact.

The skills and qualities you'll bring include:

Education: Bachelor's degree in Business Engineering Computer Science or a related field. Master's degree preferred.
Experience: 10+ years of experience in program management or project management with at least 2 years in a leadership role.
Core Value Embodiment: Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.
Certifications: PMP (Project Management Professional) certification or PgMP (Program Management Professional) certification preferred.
Skills & Competencies:
- Strong leadership and team management skills.
- Excellent communication negotiation and interpersonal skills.
- Ability to navigate in the gray.
- Proficiency in project management tools (e.g. Salesforce Jira Asana Gainsight).
- Strong problem-solving skills and the ability to think strategically.
- Ability to manage multiple projects and priorities simultaneously.
- Experience working with cross-functional teams and diverse stakeholders.
- Knowledge of program management methodologies (e.g. Agile Waterfall Hybrid).
- Strong budget management and financial oversight skills.

We know that the best ideas and solutions come from multi-dimensional teams. That's because these teams reflect a variety of backgrounds and professional experiences. If you are excited about this role and feel your experience can make an impact please don't be shy - apply today.
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About Rapid7
At Rapid7 our vision is to create a secure digital world for our customers our industry and our communities. We do this by harnessing our collective expertise and passion to challenge what's possible and drive extraordinary impact. We're building a dynamic and collaborative workplace where new ideas are welcome.
Protecting 11500+ customers against bad actors and threats means we're continuing to push the envelope just like we' ve been doing for the past 20 years. If you 're ready to solve some of the toughest challenges in cybersecurity we're ready to help you take command of your career. Join us.
Rapid7 Inc. is committed to fair and equitable compensation practices. A candidate's salary is determined by various factors including but not limited to relevant work experience skills and certifications. We evaluate compensation decisions on a case-by-case basis and it is not typical for an individual to be hired at the very top of the salary range.
The salary range for this role in the US is:
$123300.00 - 166800.00 USD Annual
Salary ranges may vary based on geographical location. This range does not include variable/incentive compensation equity and benefits (where applicable/eligible).
All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity age national origin disability protected veteran status or any other status protected by applicable national federal state or local law.

Skills Required

Bachelor's degree in Business Engineering Computer Science or a related field
10+ years of experience in program management or project management
At least 2 years in a leadership role
PMP or PgMP certification preferred

What the Team is Saying

Rapid7 Compensation & Benefits Highlights

Inclusive Benefits Coverage—Health plans and policies explicitly include mental‑health resources transgender‑inclusive care abortion‑travel support neurodiversity coverage and backup childcare/fertility benefits. These offerings sit alongside core medical dental and vision coverage and optional pet insurance.
Leave & Time Off Breadth—U.S. employees are offered unlimited PTO unlimited sick leave paid volunteer time company holidays and additional global recharge days. Wellness days and bereavement leave complement hybrid‑first flexibility.
Equity Value & Accessibility—An Employee Stock Purchase Plan is available with semiannual purchase periods and many roles include company equity/RSUs. This ownership mix is complemented by performance bonuses and stated pay‑transparency practices in benefits listings.

Learn more about Rapid7's Compensation & Benefits →

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The Company

HQ: Boston MA

2400 Employees

Year Founded: 2000

What We Do

At Rapid7 our vision is to create a secure digital world for our customers our industry and our communities. We do this by harnessing our collective expertise and passion to challenge what’s possible and drive extraordinary impact. We’re building a dynamic and collaborative workplace where new ideas are welcome. Protecting 11000+ customers against bad actors and threats means we’re continuing to push the envelope - just like we’ve been doing for the past 20 years. If you’re ready to solve some of the toughest challenges in cybersecurity we’re ready to help you take command of your career. Join us.

Why Work With Us

With our products research and open source communities we’re building a secure digital future for everyone. This means constantly learning and evolving in an industry that’s anything but stagnant. You’ll be faced with tough challenges and given the support to find creative solutions that drive our business and your career forward.

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Rapid7 Offices

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Hybrid Workspace

Employees engage in a combination of remote and on-site work.

Our default working model is hybrid with employees working three days per week in the office. This approach underpins our commitment to flexibility and adaptability while supporting our dedication to development teamwork and customer purpose.

Typical time on-site: 3 days a week