Customer Onboarding & Success Manager — Remote

Resumonk; United States; Remote; USD 110,000 - 130,000; Full time

Benefits offered by this job

Medical, Dental, and Vision coverage

Wellness benefits

Take What You Need time off

Development and training programs

401k with match

Professional community and culture

Job summary

Veracode, headquartered in Burlington, MA, seeks an experienced Manager for Customer Onboarding & Success to lead our onboarding function for Enterprise and commercial accounts. You will project-manage deployments with CSEs and SAs, ensuring rapid value and long-term adoption.

You will own both high-touch enterprise onboarding and a scalable digital program, collaborating with Product, Support, and Sales to deliver exceptional customer outcomes.

Qualifications

• 7+ years in Customer Success, onboarding, or related post-sale SaaS function, including 2+ years managing customer-facing teams.
• Direct experience project managing technical customer deployments alongside technical resources in 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.

Responsibilities

• Lead the onboarding function, managing and developing team members with clear accountability for customer outcomes, milestones, and exit criteria.
• Translate onboarding plans 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 communication, stakeholder alignment, and governance.
• Directly project manage customer deployments in partnership with CSEs and SAs — owning end-to-end plan, timeline, milestones, and customer-facing status.
• Define task ownership for technical resources with tracked deadlines and escalation paths; run deployment status meetings.
• Serve as the single point of accountability for the customer during deployment, translating technical activity into status and next steps.
• Partner with CS leadership, CSMs, and Sales to ensure strong handoffs and long-term adoption, retention, and growth.
• Ensure CSMs receive complete onboarding documentation, customer goals, adoption status, and next steps at transition.
• Work cross-functionally with Product and Support to address systemic issues impacting onboarding.
• Own the strategy, design, and continuous improvement of tiered onboarding programs aligned to engagement levels.
• Monitor engagement, completion, and time-to-value metrics; use data and feedback to optimize onboarding experiences.
• Establish governance, processes, and operating rhythms across the onboarding portfolio; develop performance reporting.
• Identify opportunities for process improvement and scalability; analyze trends to drive broader CS improvements.

Skills

Customer Success

Onboarding

Project management

SaaS

Enterprise onboarding

Tools

Gainsight

Totango

ChurnZero

Pendo

WalkMe

Appcues

Job description

Veracode, headquartered in Burlington, MA, seeks an experienced Manager for Customer Onboarding & Success to lead our onboarding function for Enterprise and commercial accounts. You will project-manage deployments with CSEs and SAs, ensuring rapid value and long-term adoption.

You will own both high-touch enterprise onboarding and a scalable digital program, collaborating with Product, Support, and Sales to deliver exceptional customer outcomes.