Manager, Customer Onboarding & Success at Veracode

About The Role

&lt;div class=&quot;content-intro&quot;&gt;&lt;p&gt;Looking for an innovative, high-growth, multi-award-winning company in one of the hottest segments of the security market?  Look no further than Veracode!&amp;nbsp;&lt;/p&gt;
&lt;p&gt;Veracode is a global leader in Application Risk Management for the AI era. Powered by trillions of lines of code scans and a proprietary AI-generated remediation engine, the Veracode platform is trusted by organizations worldwide to build and maintain secure software from code creation to cloud deployment.&lt;/p&gt;
&lt;p&gt;&lt;em&gt;Learn more at &lt;/em&gt;&lt;a href=&quot;https://www.veracode.com/&quot;&gt;&lt;em&gt;www.veracode.com&lt;/em&gt;&lt;/a&gt;&lt;em&gt;, on the &lt;/em&gt;&lt;a href=&quot;https://www.veracode.com/blog&quot;&gt;&lt;em&gt;Veracode blog&lt;/em&gt;&lt;/a&gt;&lt;em&gt;, and on &lt;/em&gt;&lt;a href=&quot;https://nam04.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fveracode%2F&amp;amp;data=05%7C02%7Cjbelmonte%40Veracode.com%7C989fdcd544fe425a07b808dc69096df9%7C3b627b68f21c4ed79fe3698efdedbe21%7C0%7C0%7C638500736454429530%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&amp;amp;sdata=WIg8EmVTgkrfgliLodV3%2Fgl%2F1IdGyT05d7Y%2FEfXS070%3D&amp;amp;reserved=0&quot;&gt;&lt;em&gt;LinkedIn&lt;/em&gt;&lt;/a&gt;&lt;em&gt; and &lt;/em&gt;&lt;a href=&quot;https://nam04.safelinks.protection.outlook.com/?url=https%3A%2F%2Ftwitter.com%2FVeracode%3Fref_src%3Dtwsrc%255Egoogle%257Ctwcamp%255Eserp%257Ctwgr%255Eauthor&amp;amp;data=05%7C02%7Cjbelmonte%40Veracode.com%7C989fdcd544fe425a07b808dc69096df9%7C3b627b68f21c4ed79fe3698efdedbe21%7C0%7C0%7C638500736454434178%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&amp;amp;sdata=YUcOAPoWdcug7OmcC1N7CEoeEKUFDAaTvgE4r1rAAe0%3D&amp;amp;reserved=0&quot;&gt;&lt;em&gt;Twitter&lt;/em&gt;&lt;/a&gt;&lt;em&gt;.&amp;nbsp;&lt;/em&gt;&lt;/p&gt;
&lt;p&gt;&amp;nbsp;&lt;/p&gt;&lt;/div&gt;&lt;p&gt;&lt;span data-contrast=&quot;none&quot;&gt;Veracode is seeking an experienced Manager, Customer Onboarding &amp;amp; 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.&amp;nbsp; This role directly reports to the Vice President of Customer Success.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:120}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span data-contrast=&quot;none&quot;&gt;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.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:120}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;strong&gt;&lt;span data-contrast=&quot;none&quot;&gt;Key Responsibilities&lt;/span&gt;&lt;/strong&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559738&amp;quot;:160,&amp;quot;335559739&amp;quot;:60}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span data-contrast=&quot;none&quot;&gt;Onboarding Leadership &amp;amp; Customer Experience&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559738&amp;quot;:120,&amp;quot;335559739&amp;quot;:60}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Lead the onboarding function, managing and developing team members with clear accountability for customer outcomes, milestones, and exit criteria.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Ensure onboarding plans translate purchased solutions into clear business outcomes, timelines, responsibilities, and adoption goals — with a focus on accelerating time to first value.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Identify and resolve onboarding risks, stalled customers, and recurring friction points; establish standards for customer communication, stakeholder alignment, and governance.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span data-contrast=&quot;none&quot;&gt;Technical Deployment Project Management&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559738&amp;quot;:120,&amp;quot;335559739&amp;quot;:60}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;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.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Define task ownership for technical resources with tracked deadlines, dependencies, and escalation paths; run deployment status meetings and drive blockers to resolution.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Serve as the single point of accountability for the customer during deployment, translating technical activity into clear status, expectations, and next steps.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span data-contrast=&quot;none&quot;&gt;Customer Success &amp;amp; Cross-Functional Partnership&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559738&amp;quot;:120,&amp;quot;335559739&amp;quot;:60}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Partner with CS leadership, CSMs, and Sales to establish strong handoffs and ensure customers are positioned for long-term adoption, retention, and growth.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Ensure CSMs receive complete onboarding documentation, customer goals, adoption status, outstanding risks, and agreed-upon next steps at transition.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Work cross-functionally with Product and Support to identify and address systemic issues impacting the onboarding experience.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span data-contrast=&quot;none&quot;&gt;Digital &amp;amp; Scaled Onboarding&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559738&amp;quot;:120,&amp;quot;335559739&amp;quot;:60}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li class=&quot;x1yc453h xma8rkl xgoqxah xutxfr x1fie51u xgyxj25 x1xobyvs x1elgs31 x1fv8qjw xcy5tzr x1ht4adc xnvauns x1c2l018 x14l7nz5 xuw7688 x1pjt2rx x160d6zm xrxpjvj&quot;&gt;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.&lt;/li&gt;
&lt;li class=&quot;x1yc453h xma8rkl xgoqxah xutxfr x1fie51u xgyxj25 x1xobyvs x1elgs31 x1fv8qjw xcy5tzr x1ht4adc xnvauns x1c2l018 x14l7nz5 xuw7688 x1pjt2rx x160d6zm xrxpjvj&quot;&gt;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.&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;span data-contrast=&quot;none&quot;&gt;Program Management &amp;amp; Operational Excellence&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559738&amp;quot;:120,&amp;quot;335559739&amp;quot;:60}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Establish governance, processes, and operating rhythms across the onboarding portfolio; develop reporting on performance, risks, capacity, and outcomes.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Identify opportunities for process improvement and scalability; analyze trends to recommend improvements across the broader Customer Success organization.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;&lt;span data-contrast=&quot;none&quot;&gt;Success Metrics&lt;/span&gt;&lt;/strong&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559738&amp;quot;:160,&amp;quot;335559739&amp;quot;:60}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Onboarding completion rate and percentage of milestones completed on time&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Time to first value and product adoption within the first 90 days&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Customer satisfaction (CSAT) during onboarding&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Digital onboarding engagement, completion, and adoption rates&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Quality of onboarding-to-CSM handoffs and reduction in onboarding-related escalations&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;&lt;span data-contrast=&quot;none&quot;&gt;Qualifications&lt;/span&gt;&lt;/strong&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559738&amp;quot;:160,&amp;quot;335559739&amp;quot;:60}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;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.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;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.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Demonstrated understanding of the SaaS customer lifecycle and the relationship between onboarding, adoption, retention, and growth.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Excellent customer communication and stakeholder management skills, with the ability to navigate complex situations and drive accountability across internal and external teams.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Demonstrated success driving customer adoption, value realization, and business outcomes in a SaaS environment.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;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.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span data-contrast=&quot;none&quot;&gt;Experience in B2B SaaS; cybersecurity or enterprise software experience is a plus.&lt;/span&gt;&lt;span data-ccp-props=&quot;{&amp;quot;335559739&amp;quot;:0}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;&lt;em&gt;&lt;u&gt;What we offer yo&lt;/u&gt;&lt;/em&gt;&lt;em&gt;&lt;u&gt;u&lt;/u&gt;&lt;u&gt;:&amp;nbsp;&lt;/u&gt;&lt;/em&gt;&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li&gt;&lt;em&gt;Outstanding Medical, Dental, and Vision Coverage to meet all your healthcare needs.&amp;nbsp;&lt;/em&gt;&lt;/li&gt;
&lt;li&gt;&lt;em&gt;Wellness benefits to help you focus on what’s most important.&lt;/em&gt;&lt;/li&gt;
&lt;li&gt;&lt;em&gt;“Take What You Need” time off policy. &lt;/em&gt;&lt;/li&gt;
&lt;li&gt;&lt;em&gt;&amp;nbsp;Extensive development and training offerings to help you grow your career at Veracode.&lt;/em&gt;&lt;/li&gt;
&lt;li&gt;&lt;em&gt;Generous 401k match to help save for your future.&lt;/em&gt;&lt;/li&gt;
&lt;li&gt;&lt;em&gt;Amazing community of professionals who take pride in what we do every day.&lt;/em&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p class=&quot;x1yc453h x1c3i2sq x1gtpwm6 x7amdea x1i21sxh xladpa3 x1iykcro xma8rkl x1fie51u xgyxj25 x1xobyvs x1fv8qjw x1a024ua x14l7nz5 x1pjt2rx x160d6zm xrxpjvj&quot;&gt;&lt;span style=&quot;text-decoration: underline;&quot;&gt;&lt;strong&gt;&lt;em&gt;Compensation Transparency:&lt;/em&gt;&lt;/strong&gt;&lt;/span&gt;&lt;/p&gt;
&lt;p class=&quot;x1yc453h xma8rkl xgoqxah xutxfr x1fie51u xgyxj25 x1xobyvs x1elgs31 x1fv8qjw xcy5tzr x1ht4adc xnvauns x1c2l018 x14l7nz5 xuw7688 x1pjt2rx x160d6zm xrxpjvj&quot;&gt;The total compensation package includes an anticipated base salary range of $110,000–$130,000, performance bonus, and comprehensive benefits. The base salary offered to the selected candidate, including the candidate’s 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 Company’s good-faith estimate of the compensation range at the time of posting.&lt;/p&gt;
&lt;p&gt;&lt;em&gt;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.&lt;/em&gt;&lt;/p&gt;
&lt;p&gt;&lt;span data-ccp-props=&quot;{}&quot;&gt;&amp;nbsp;&lt;/span&gt;&lt;/p&gt;&lt;div class=&quot;content-conclusion&quot;&gt;&lt;h3&gt;Fraudulent Recruitment Alert - Be Aware and Stay Informed&lt;/h3&gt;
&lt;p class=&quot;sa-static-feature-box-section__text mb-2&quot;&gt;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.&lt;/p&gt;
&lt;p class=&quot;sa-static-feature-box-section__text mb-2&quot;&gt;Here’s our recruitment promise to you:&lt;/p&gt;
&lt;ul&gt;
&lt;li class=&quot;sa-static-feature-box-section__text mb-2&quot;&gt;Comprehensive Interview Process: We never extend job offers without a comprehensive interview process involving our recruitment team and hiring managers.&lt;/li&gt;
&lt;li class=&quot;sa-static-feature-box-section__text mb-2&quot;&gt;Offer Communications: Our job offers are not sent solely through email, and we will never ask you to pay for your own hardware.&lt;/li&gt;
&lt;li class=&quot;sa-static-feature-box-section__text mb-2&quot;&gt;Email Verification: Recruiting emails from Veracode will always originate from an “@veracode.com&quot; email address.&lt;/li&gt;
&lt;/ul&gt;
&lt;p class=&quot;sa-static-feature-box-section__text mb-5&quot;&gt;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 at&amp;nbsp;&lt;a href=&quot;mailto:[email hidden]&quot;&gt;[email hidden]&lt;/a&gt;&amp;nbsp;before taking any further action.&lt;/p&gt;
&lt;p&gt;&amp;nbsp;&lt;/p&gt;&lt;/div&gt;