Customer Success Operations Program Manager

The Program Manager will lead the planning, execution, and delivery of complex programs that will help the Customer Success team deliver value, advocacy, retention, and growth across Rapid7's customers.
This role involves leading and managing a portfolio of projects, ensuring they are completed successfully while maintaining alignment with strategic business objectives. The Program Manager will work cross-functionally with various teams, manage stakeholder expectations, mitigate risks, and ensure the timely and effective delivery of program goals.
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

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.
About Rapid7
Rapid7 is creating a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation. Our portfolio of best-in-class solutions empowers security professionals to manage risk and eliminate threats across the entire threat landscape from apps to the cloud to traditional infrastructure to the dark web. We foster open source communities and cutting-edge research-using these insights to optimize our products and arm the global security community with the latest in attacker methods. Trusted by more than 10,000 customers worldwide, our industry-leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future-ready for what's next.
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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.