Senior Customer Success Manager

Veracode; Burlington (MA); On-site; USD 93,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental & Vision

Wellness Benefits

Take What You Need Time Off

Professional Development

401k Match

Professional Community

Job summary

Veracode is seeking a Senior Customer Success Manager to build and maintain strong relationships within strategic accounts and ensure high levels of satisfaction and ROI. You will work with Sales, Support, Account Management, App Security Consultants, and Product Management to deliver services that meet client expectations.

The role emphasizes onboarding, rollout planning, and adoption of Veracode solutions, with a focus on renewals and growth across complex client relationships in a

Qualifications

• 5 or more years of Customer Success / Consulting / Technical Account Management / Project Management experience.
• Strong customer services skills – excellent verbal and written communication.
• Ability to effectively manage multiple priorities and activities simultaneously.
• Experience supporting more strategic relationships with higher profile clients.
• Bachelor’s degree (Masters is ideal)

Responsibilities

• Build and maintain strong relationships within assigned accounts.
• Promote customer satisfaction and loyalty by understanding their critical business issues and needs while delivering products and services that help them meet objectives.
• Assist customers with creating, educating, and delivering rollout plans, security policies, and integrated SDLC processes.
• Assist customers with onboarding of app sec and development teams, understanding compilation policies, and executing Consultation Calls to drive adoption and utilization.
• Create and manage account plans covering the entire customer journey.
• Understand the technologies and issues connected with an application security program and its implementation.
• Educate customers on the use and benefits of Veracode solutions.
• Coordinate with Support and Services teams to ensure positive experiences and issue resolution.
• Escalate critical issues promptly and document them for management.
• Serve as customer advocate and report requests to Product Management and Engineering.
• Provide monthly account reporting to management and stakeholders.
• Focus on activities that drive satisfaction, renewal, and growth.
• Share best practices with team members to improve service quality.

Skills

Customer Success

Consulting

Technical Account Management

Project Management

Communication

Education

Bachelor's degree

Master's degree

Job description

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 a talented, results-oriented, energetic, and highly motivated individual to join our Customer Success Team. The Senior Customer Success Manager (Sr CSM) is responsible for building and maintaining strong relationships within assigned strategic accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and solution growth opportunities. The Sr CSM works closely with our customers alongside Sales, Support, Account Management, App Security Consultants, and other Operations and Product Management teams at Veracode to ensure our services are delivered successfully and meet client expectations.

What you’ll be doing:

• Build and maintain strong relationships within assigned accounts.


• Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives.


• Assist customers with creating, educating, and delivering of rollout plans, security policies, and integrated SDLC processes.


• Assist customers with onboarding of app sec and development teams, understanding compilation policies, and executing Consultation Calls to drive adoption and utilization.


• Create and manage account plans with customers which cover the entire customer journey.


• Understand the technologies, constraints, and other issues connected with an application security program and its implementation.


• Educate customers on the use and benefits of the Veracode solutions.


• Work closely with Veracode Support and other Services teams to ensure a consistently positive customer experiences by providing oversight and management for issues and initiatives.


• Work with management team to ensure critical issues are well-documented and properly escalated in an expeditious manner for resolution.


• Serve as customer advocate while capturing customer's feedback and reporting requests to Product Management and Engineering.


• Provide monthly account reporting to management and internal stakeholders.


• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.


• Develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of our overall support of customers.


• Collaborate with Sales team on account strategy and identify opportunities for selling products and services within accounts.

What we’re looking for:

• 5 or more years of Customer Success / Consulting / Technical Account Management / Project Management experience


• Strong customer services skills – excellent verbal and written communication


• Ability to effectively manage multiple priorities and activities simultaneously


• Experience supporting more strategic relationships with higher profile clients


• Bachelor’s degree (Masters is ideal)

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 $93,000–$125,000, 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.

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 [e-mail] before taking any further action.