Lead Program Manager, Customer Experience Programs & Operations

Lead Program Manager, Customer Experience Programs & Operations

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.

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.

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.

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 11,500+ 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:

$123,300.00 – 166,800.00 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.