Manager, Customer Onboarding – Success

🔥 12 hours ago

🍂 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.

👻 Ghost score 0%

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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 customer onboarding function across Enterprise and commercial accounts • Manage and develop team members with accountability for customer outcomes, milestones, and exit criteria • Translate purchased solutions into business outcomes, timelines, responsibilities, and adoption goals • Identify and resolve onboarding risks, stalled customers, and recurring friction points • Directly project manage technical customer deployments with CSEs and SAs from post-sale through go-live • Own project plans, timelines, milestones, customer-facing communications, dependencies, and escalation paths • Run deployment status meetings and drive blockers to resolution • Serve as the single point of accountability for customers 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 • Design and continuously improve tiered onboarding programs, including digital, scaled, guided, and high-touch experiences • Incorporate self-service content, product walkthroughs, automated communications, and milestone checkpoints • Monitor engagement, completion, time-to-value, adoption, CSAT, and handoff metrics • Establish governance, processes, operating rhythms, reporting, and scalability improvements across onboarding

🎯 Requirements

• 7+ years in Customer Success, customer onboarding, or a related post-sale SaaS function • 2+ years managing customer-facing teams • Prior experience as or leading CSMs strongly preferred • Direct experience project managing technical customer deployments alongside technical resources such as CSEs, SAs, or implementation engineers • Experience 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 • Demonstrated success driving customer adoption, value realization, and business outcomes in a SaaS environment • Familiarity with CS platforms such as Gainsight, Totango, or ChurnZero • Familiarity with project or onboarding management tools • Experience with digital onboarding tools such as Pendo, WalkMe, or Appcues strongly preferred • Experience in B2B SaaS • Cybersecurity or enterprise software experience is a plus

🏖️ Benefits

• Outstanding Medical, Dental, and Vision Coverage • Wellness benefits • “Take What You Need” time off policy • Extensive development and training offerings • Generous 401k match • Community of professionals • Comprehensive benefits