Lead Program Manager, Customer Experience Programs & Operations

Rapid7•Boston, MA

1d•$123,300 - $166,800

About The Position

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.

Requirements

Bachelor’s degree in Business, Engineering, Computer Science, or a related field.
10+ years of experience in program management or project management, with at least 2 years in a leadership role.
Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.
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.

Nice To Haves

Master’s degree preferred.
PMP (Project Management Professional) certification or PgMP (Program Management Professional) certification preferred.

Responsibilities

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)
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
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.