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Rapid7 Logo Rapid7 · IT - Administration

Lead Program Manager, Customer Experience Programs & Operations

United States, Boston Employment contract 123300.00 - 166800.00 USD / Year · Job Posted June 14, 2026
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Job Description

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.

Job Responsibility

  • Identify opportunities for innovation, automation, and process optimization across the global ecosystem
  • Create new programs, scalable processes, and frameworks based on identified gaps to improve customer experiences
  • Define program scope, objectives, timelines, and key performance indicators to measure business value
  • Leverage customer insights and feedback to influence senior leadership and drive alignment across post-sales teams
  • Act as an active driver of transformation initiatives, focusing forward to redefine how Customer Success operates at scale
  • Foster commitment and adoption of new operating models, processes, and core company objectives
  • Communicate program status, risks, and milestones transparently to executive leadership and stakeholders
  • Drive measurable improvements in retention, expansion, and customer outcomes while tying results to financial impact

Requirements

  • 10+ years of experience in program management or project management, with at least 2 years in a leadership role
  • Bachelor's degree in Business, Engineering, Computer Science, or a related field
  • equivalent professional experience will also be fully valued
  • Strong background utilizing program management methodologies like Agile, Waterfall, or Hybrid frameworks
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