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Manager, Customer Onboarding & Success at Veracode. Location Information: Anywhere in the World. . 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. . . . 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 yo. u: . . . 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.. . . Compensation Transparency:. . 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.. . 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.. . . Fraudulent Recruitment Alert - Be Aware and Stay Informed. . 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.. . Here’s 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 “@veracode.com" 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 at . [email protected]. before taking any further action.. . . . To apply:. . https://weworkremotely.com/remote-jobs/veracode-manager-customer-onboarding-success.