Manager, Customer Onboarding & Success

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Veracode is seeking an experienced Manager Customer Onboarding & Success to lead our customer onboarding function across Enterprise and commercial accounts directly project managing technical deployments alongside Customer Solutions Engineers (CSEs) and ensuring customers achieve value quickly adopt core capabilities and are positioned for long-term success. This role directly reports to the Vice President of Customer Success.

The ideal candidate brings a strong Customer Success background building scalable programs in a B2B SaaS environment hands-on experience project managing technical deployments and leading enterprise onboarding teams. This person will own the customer journey across two segments: guided high-touch onboarding for Enterprise accounts where they will directly project manage deployments alongside CSEs and SAs; and a digital onboarding program for customers delivering a high-quality experience at scale.

Key Responsibilities

Onboarding Leadership & Customer Experience

• Lead the onboarding function managing and developing team members with clear accountability for customer outcomes milestones and exit criteria.
• Ensure onboarding plans translate purchased solutions into clear business outcomes timelines responsibilities and adoption goals with a focus on accelerating time to first value.
• Identify and resolve onboarding risks stalled customers and recurring friction points; establish standards for customer communication stakeholder alignment and governance.

Technical Deployment Project Management

• Directly project manage customer deployments in partnership with CSEs and SAs owning the end-to-end project plan timeline milestones and customer-facing communication from post-sale through go-live.
• Define task ownership for technical resources with tracked deadlines dependencies and escalation paths; run deployment status meetings and drive blockers to resolution.
• Serve as the single point of accountability for the customer during deployment translating technical activity into clear status expectations and next steps.

Customer Success & Cross-Functional Partnership

• Partner with CS leadership CSMs and Sales to establish strong handoffs and ensure customers are positioned for long-term adoption retention and growth.
• Ensure CSMs receive complete onboarding documentation customer goals adoption status outstanding risks and agreed-upon next steps at transition.
• Work cross-functionally with Product and Support to identify and address systemic issues impacting the onboarding experience.

Digital & Scaled Onboarding

• Own the strategy design and continuous improvement of tiered onboarding programs that align the customer experience to different levels of engagement and support from digital and scaled experiences to guided high-touch onboarding for Enterprise accounts. Incorporate self-service content product walkthroughs automated communications and milestone checkpoints across each tier.
• Monitor engagement completion and time-to-value metrics; use data and customer feedback to continuously optimize onboarding experiences and ensure each program delivers the appropriate level of support.

Program Management & Operational Excellence

• Establish governance processes and operating rhythms across the onboarding portfolio; develop reporting on performance risks capacity and outcomes.
• Identify opportunities for process improvement and scalability; analyze trends to recommend improvements across the broader Customer Success organization.

Success Metrics

• Onboarding completion rate and percentage of milestones completed on time
• Time to first value and product adoption within the first 90 days
• Customer satisfaction (CSAT) during onboarding
• Digital onboarding engagement completion and adoption rates
• Quality of onboarding-to-CSM handoffs and reduction in onboarding-related escalations

Qualifications

• 7 years in Customer Success customer onboarding or a related post-sale SaaS function including 2 years managing customer-facing teams; prior experience as or leading CSMs strongly preferred.
• Direct experience project managing technical customer deployments alongside technical resources (e.g. CSEs SAs or implementation engineers) ideally within an Enterprise or mid-market SaaS environment.
• Demonstrated understanding of the SaaS customer lifecycle and the relationship between onboarding adoption retention and growth.
• Excellent customer communication and stakeholder management skills with the ability to navigate complex situations and drive accountability across internal and external teams.
• Demonstrated success driving customer adoption value realization and business outcomes in a SaaS environment.
• Familiarity with CS platforms (e.g. Gainsight Totango ChurnZero) and project or onboarding management tools; experience with digital onboarding tools (e.g. Pendo WalkMe Appcues) strongly preferred.
• Experience in B2B SaaS; cybersecurity or enterprise software experience is a plus.

What we offer you:

• Outstanding Medical Dental and Vision Coverage to meet all your healthcare needs.
• Wellness benefits to help you focus on whats most important.
• Take What You Need time off policy.
• Extensive development and training offerings to help you grow your career at Veracode.
• Generous 401k match to help save for your future.
• Amazing community of professionals who take pride in what we do every day.

Compensation Transparency:

The total compensation package includes an anticipated base salary range of $110000$130000 performance bonus and comprehensive benefits. The base salary offered to the selected candidate including the candidates position within the salary range will be determined based on a variety of factors including job-related knowledge education skills experience and other business considerations. The published salary range represents the Companys good-faith estimate of the compensation range at the time of posting.

Employment opportunities are available to all applicants without regard to race religion color national origin gender sexual orientation age marital status veteran status or disability status.

At Veracode we prioritize a secure recruitment process. Unfortunately fake recruitment and job offer scams are on the rise. They aim to deceive candidates through emails and calls to obtain sensitive information.

Heres our recruitment promise to you:

• Comprehensive Interview Process: We never extend job offers without a comprehensive interview process involving our recruitment team and hiring managers.
• Offer Communications: Our job offers are not sent solely through email and we will never ask you to pay for your own hardware.
• Email Verification: Recruiting emails from Veracode will always originate from an @ email address.

If you have any doubts about the authenticity of an email letter or telephone communication claiming to be from Veracode please reach out to us atbefore taking any further action.