Manager, Customer Onboarding – Success

🕒 September 23

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

💵 $110k - $130k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🚀 Onboarding Specialist

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Veracode

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2006

🔒 Cybersecurity

💰 Private Equity Round on 2022-03

Cybersecurity • Software

Veracode is a leading provider of application security solutions, empowering development and security teams to create and maintain secure software. Their platform offers a range of features for securing software from code to cloud-native applications, including Static Analysis Security Testing (SAST), Software Composition Analysis (SCA), and Dynamic Analysis Security Testing (DAST) alongside eLearning and practical labs for secure coding. Veracode's solutions focus on preventing vulnerabilities, managing application risk, and bridging the gap between development and security teams through innovative tools and AI-assisted flaw remediation integrated into developer workflows. Trusted by enterprises and public sector organizations, Veracode helps secure the software supply chain while ensuring developers spend more time writing secure code and less time on fixing vulnerabilities.

📋 Description

• 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 business outcomes, timelines, responsibilities, and adoption goals, accelerating time to first value. • Identify and resolve onboarding risks, stalled customers, and recurring friction points; establish standards for communication, stakeholder alignment, and governance. • Project manage customer deployments with CSEs and SAs, owning project plans, timelines, milestones, and customer-facing communication from post-sale through go-live. • Define technical task ownership, deadlines, dependencies, and escalation paths; run deployment status meetings and resolve blockers. • Serve as the customer’s single point of accountability during deployment. • Partner with CS leadership, CSMs, and Sales on handoffs, adoption, retention, and growth. • Provide CSMs with onboarding documentation, customer goals, adoption status, risks, and next steps. • Work with Product and Support to address systemic onboarding issues. • Own and continuously improve tiered digital, scaled, guided, and high-touch onboarding programs. • Incorporate self-service content, product walkthroughs, automated communications, and milestone checkpoints. • Monitor engagement, completion, time-to-value, adoption, CSAT, handoff quality, and escalation metrics. • Establish governance, processes, operating rhythms, and reporting for onboarding performance, risks, capacity, and outcomes. • Identify process improvements and scalability opportunities across Customer Success.

🎯 Requirements

• 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.

🏖️ Benefits

• Outstanding Medical, Dental, and Vision Coverage to meet all your healthcare needs. • Wellness benefits to help you focus on what’s 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.

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