Director, Customer Experience (Customer Assistance)

US - MA - Boston


US - MA - Boston


Customer Success & Support

Company Description

Rapid7 (NASDAQ: RPD) is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 9000 customers across 120+ countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture. Learn more at

The Opportunity

Rapid7 is looking for a collaborative leader to reimagine how our customers interact with and experience getting assistance through support and services. In this role, you will guide a cross-functional team to create best-in-class experiences while advocating and leveraging insights to improve the customer journey. You'll ensure we create a high standard for how we deliver a differentiated support and services experience and ensure accountability for those standards by mapping them to key metrics, articulating the impact of progress in the short term while building towards a north-star vision. 

Essential Responsibilities

  • Build the customer experience vision, standards, and roadmap, in partnership with key cross-functional stakeholders, ensuring solving for customer needs are at the forefront

  • Facilitate the cross-functional work required to deliver an improved customer experience, by identifying, prioritizing, and leading initiatives that deliver on our customer experience roadmap

  • Lead a team of program manager(s) and analyst(s)

  • Define and measure key metrics and progress of key work streams, ensuring alignment and/or decision making, and guiding the team (direct and indirect reports) 

  • Foster strong cross-functional partnerships to deliver impact consistently through seamless communication and coordination

  • Measured on: Execution of experience vision, Customer Experience Improvement Metrics (Health, Sentiment)

Job Requirements/Core Skills

  • 10+ years of experience in a cross-functional leadership, Strategic Consulting, Product Management, or Customer Experience role, preferably with a focus on customer success, professional services, or support.

  • Successful track record leading complex, cross-functional initiatives with a large scope delivering customer outcomes

  • Demonstrated experience in process design and improvement

  • Effective communication skills, with the ability to be both assertive and influential, across levels and teams within the organization

  • Strategic thinker, skilled at connecting dots across stakeholder teams while facilitating progress through program leadership 

  • Excellent portfolio management, ability to guide multiple complex projects to delivery

  • Strong executive presence, experience facilitating cross-functional executive stakeholders 

  • Track record of building and guiding high performing teams, 5+ years experience in people management or leadership capacity

  • Dynamic and enthusiastic personality, combining flexibility and creativity

  • Bachelor's Degree, MBA or equivalent experience strongly preferred