Manager, Customer Onboarding & Success

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

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 you:

• 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.