Head of Enterprise Onboarding & Customer Success

Ali Aydi

Burlington (MA)

On-site

USD 110,000 - 130,000

Full time

2 days ago

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Job summary

Veracode is seeking an experienced Manager, Customer Onboarding & Success to lead our onboarding program for Enterprise and commercial accounts. You will project manage technical deployments alongside Customer Solutions Engineers and drive customers to value quickly and adopt core capabilities.

You will own the customer journey across two segments: high-touch onboarding for Enterprise and a scalable digital onboarding program.

Qualifications

7+ years in Customer Success or onboarding.
2+ years leading customer-facing teams.
Experience managing technical deployments with CSEs/SAs within Enterprise or mid-market SaaS.
Strong SaaS lifecycle knowledge: onboarding, adoption, retention, and growth.
Excellent customer communication and stakeholder management.

Responsibilities

Lead onboarding function and develop team with clear accountability for customer outcomes, milestones, and exit criteria.
Translate onboarding plans into business outcomes, timelines, responsibilities, and adoption goals to accelerate time to value.
Identify onboarding risks, stalled customers, and friction points; set standards for communication and governance.
Directly project manage deployments with CSEs/SAs, owning end-to-end plan, timeline, milestones, and communication.
Define task ownership for technical resources, track deadlines, and drive blockers to resolution.
Serve as the single point of accountability for customers during deployment.
Partner with CS leadership, CSMs, and Sales to ensure long-term adoption, retention, and growth.
Collaborate with Product and Support to address systemic onboarding issues.
Own tiered onboarding strategies from digital to high-touch for Enterprise accounts.