Rapid7 Customer Success Operations Program Manager 

United States, Massachusetts, Boston 

407844756

In this role, you will own:

• Program Development:

  • Partner with Customer Success leadership to advise on and implement programs, tools, and processes to scale operations and drive customer adoption and retention.

  • Collaborate cross-functionally to develop and implement Customer Success playbooks

  • Lead and manage high-impact, strategic projects that impact all teams globally, scale customer success practices, and drive better outcomes

  • Define scope, objectives, timelines, and measures of success (KPIs)

• Program Leadership and Change Management:

  • Work with cross-functional leaders and stakeholders to ensure alignment and gain support

  • Lead change management and necessary training for rollout of new programs and processes, including collaboration with key cross-functional stakeholders and senior leadership

  • Communicate program status, risks, and milestones

• Program Measurement

  • Provide regular program reports to executive leadership and other stakeholders, including KPIs, program health, and productivity measures

The skills you’ll bring include:

• 3-5 years of experience in program management or project management, with a focus in Customer Success

• Excellent communication, negotiation, and interpersonal skills

• 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

• Strong analytical skills and leverage data to make strategic business decisions