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.
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, your primary responsibility will be to influence the strategy of Customer Success Operations and lead a portfolio of programs that translate business objectives into scalable systems. Specifically, your focus will be to:

• 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.

The skills and qualities you'll bring include

• Bring 10+ years of experience in program management or project management, with at least 2 years in a leadership role.
• Demonstrate a Bachelor's degree in Business, Engineering, Computer Science, or a related field; equivalent professional experience will also be fully valued.
• Exhibit a strong background utilizing program management methodologies like Agile, Waterfall, or Hybrid frameworks.
• Think big and act small, breaking larger strategic goals into time-bound milestones and pivoting quickly when necessary.
• Navigate change and ambiguity with an eager openness to understand the rationale and drive future-focused outcomes.
• Work effectively across boundaries to build global networks and deliver sustainable improvements with cross-functional partners.
• Hold self and others responsible for driving outcomes, establishing ownership, and meeting commitments that deliver business value.
• Embody our core values to foster a culture of excellence that drives meaningful impact and collective success.

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 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.