Program Manager, Customer Experience (Health Metrics)

US - MA - Boston

Location(s)

US - MA - Boston

Team(s)

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 www.rapid7.com

The Opportunity

Rapid7 is putting the customer first as we transform and improve key experiences core to our customers. In this role as a Program Manager on the Customer Experience Team, you will be a key member of the team responsible for measuring and activating customer health metrics across Rapid7. 

This is a key role in achieving our ambitious goals for Rapid7's growth, perfect for someone that is both tactically strong with a desire to roll up their sleeves to get work done and also a strategic, cross-functional collaborator who can drive alignment to the big picture.

Essential Responsibilities:

  • Manage operations of the Health Metrics Program, including managing processes and prioritizing improvements with core stakeholder teams 

  • Execute the collection and operationalizing of Customer Health Metrics, specifically Health Score and Customer Value Realization 

  • Support program communications, including presentations across the organization and internal wiki pages, and executive-level updates

  • Partner with Customer Health Operations and cross-functional teams on enablement and understanding of health data across Rapid7

  • Clear and consistent communication and progress updates to key stakeholders and partners, making sure everybody is in sync

  • Owns Experience Documentation (Confluence), Project Management tools (Asana) and communication channels (Slack)

  • Monitoring cross-functional dependencies, surfacing areas for guidance, alignment and/or decision making and facilitating to remove bottlenecks for the cross-functional team

  • Contribute to cross-functional discussions, planning sessions and workshops with an analytical mindset and data-driven understanding of customer health data

Job Requirements/Core Skills:

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

  • 5+ years' experience in a cross-functional leadership, Strategic Consulting, Product Management or Customer Experience high-growth role

  • Experience managing towards business outcomes -- successful track record of delivering business outcomes

  • Ability to think broadly and deeply, connecting dots across stakeholder teams while also executing on specific projects to make forward progress

  • Attention to detail and ability to hold stakeholders accountable, but also ability to see the bigger picture and understand how work ladders up to broader organization strategy

  • Highly analytical, with ability to understand health score components and lead discussions with key stakeholders

  • Highly organized, with experience creating and managing project plans using Asana, Trello, Jira, AirTable or similar project management technology

  • A history of leading or taking part in cross-functional projects with a large scope of responsibility 

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

  • Dynamic and enthusiastic personality, combining flexibility and creativity