Headquarters: Burlington, MA; Burlington, MA OR US Remote
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!
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.
*Learn more at www.veracode.com, on the Veracode blog, and on LinkedIn and Twitter. *
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