Incident Response Program Manager

US - MA - Boston


US - MA - Boston


Customer Success & Support

Company Description 


Rapid7 is breaking down silos and transforming how Security, IT, and DevOps teams work together to drive secure innovation. Our analytics and automation cloud, Rapid7 Insight, provides the shared visibility, intelligence, and connected workflow these teams need to manage the vulnerabilities, threats, and performance issues that put their organizations at risk. With more than 9,100 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.

Developing meaningful customer partnerships is not just something we talk about at Rapid7 - it's a core value in everything we do. From product development to sales, marketing and support, providing our customers with better outcomes in protecting and securing their organizations is our mission.


The Opportunity 

This key role within our Technical Customer Success team, reporting to the Sr. Director, Technical Customer Success, will be responsible for partnering across Rapid7 to organize, manage, and execute Rapid7's response to critical business events affecting our clients. In addition, the Program Manager will partner on governance of our Multi Customer Event framework to ensure successful execution of events, particularly as Rapid7 evolves our Insight Platform which increases the importance of high availability for our cloud-based infrastructure.  


Essential Responsibilities 

  • Manage the day-to-day operations of the Multi Customer Event (“MCE”) framework to ensure successful execution of Rapid7 incidents.

  • Enable Incident Managers to use the Rapid7 MCE framework to respond to events, leveraging key functional business units.

  • Document key business requirements necessary to successfully respond to events, to evolve the framework over time.

  • Advise leadership and key stakeholders as potential paths to resolution on certain events, like migrations or behavior changes.

  • Lead overall response by ensuring  a robust governance structure (proper attendees, clear documentation of agreed actions) is executed for each event.  

  • Provide status updates to leadership and key stakeholders periodically on the overall MCE program. 

  • Iterate and improve the overall program to more effectively respond to future events, based on regular retrospective outcomes.

Job Requirements 

  • Bachelor's degree  or equivalent experience

  • 5+ years of overall business experience

  • 2+ Years of leading complex customer impacting programs 

  • Strong written and verbal communication skills

  • High sense of urgency on customer-impacting issues

  • Demonstrated ability to improve & automate processes

Preferred Qualifications: 

  • Background in SaaS support, engineering, or escalation management - at scale.