Sr. Manager, Customer Success

Veracode; Burlington (MA); On-site; USD 143,000 - 175,000; 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 match

Professional community of peers

Job summary

Veracode seeks a Senior Manager of Customer Success to build and direct a team that delivers enhanced customer outcomes. The ideal candidate has CS leadership experience and a proven ability to foster strong customer relationships in a fast-growing, customer-centric environment.

Veracode offers a high-growth environment with career development, cross-functional collaboration, and a focus on renewals, expansion, and risk management across regions.

Qualifications

• Bachelor's degree and at least 8 years of progressive management experience in high tech, software or SaaS.
• Executive level verbal and written communication skills with a track record in CS leadership.
• Experience leading CS teams in a matrixed global organization.

Responsibilities

• Leads Customer Success team to engage, support and empower customers for successful outcomes.
• Coaches team on strategies to improve experience, adoption, renewals and expansion.
• Reports on metrics; maintains end-to-end view of customer needs and risk regionally.
• Partner with Sales and Renewals to align regional strategies and drive retention.

Skills

Leadership

Executive communication

Customer success

Team coaching

Remote team management

Strategic planning

Education

Bachelor's degree

8+ years management experience

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 LinkedInand Twitter.

We are seeking an experienced Senior Manager of Customer Success to build and direct a team to deliver enhanced business outcomes for our customers. The ideal candidate will have prior Customer Success leadership experience, a track record of delivering strategies to build and maintain strong customer relationships in a customer-centric environment. Veracode is an environment that fosters upward mobility and career growth, we are searching for high energy, hard-working individuals that will grow with us.

Job Responsibilities

• Leads Customer Success team to engage, support and empower our customers to ensure successful business outcomes through their use of Veracode solutions and services
• Leads from the front and coaches team in strategies to improve customer experience, increase usage & adoption, increase renewal rates, and expansion.
• Coaches team on leveraging the Veracode Customer Journey engagement methodology and usage of tools such as Outcome Success Plans
• Measures performance of team to ensure success against key metrics
• Regularly interacts with executives and customers in region to cultivate key customer relationships and develop trusted partnerships
• Develops close collaboration and partnership with Sales and Renewals counterparts to align on regional strategies
• Responsible for reporting to leadership across key metrics and strategies related to renewals/retention, customer risk, customer growth, customer health, and adoption
• Develops and maintains end to end view of customer needs and customer risk across region, develops region-wide risk mitigation strategies, and serve as the voice of the customer to represent the needs of region within Veracode teams to improve customer experience
• Contributes into broader customer success strategy as a key member of the Customer Success senior leadership team
• Recruits, hires, onboards, and develops a world-class team to ensure appropriate staffing levels within region
• Develops and maintains a world-class culture within team
• Uses data and insights to prioritize customer engagement across region
• Supports pre-sales activities in region to articulate the post-sales customer experience and value proposition of Veracode Customer Success services
• Mentors Team Leads and Managers to develop leadership and relationship management capabilities, guide on retention activities, serve as a point of escalation management, and drive revenue retention and growth across customer base
• Maintains current and relevant industry knowledge while consistently progressing themselves and their experience in strategic customer account management as well as Veracode product and company direction

Desired Qualifications & Experience

• Bachelor's degree and a minimum of 8 years of related progressive management experience working in a related field or industry such as high tech, software, or a SaaS
• Aptitude or interest in understanding software development, DevSecOps, and application security
• Executive level verbal and written communication skills
• Experience as a senior leader with full lifecycle post-sales delivery and service responsibility
• Ability to influence and support teams through large strategic and/or vision changes
• Demonstrated ability to lead Customer Success teams to great results
• Experience working in a matrixed global organization and managing geographically distributed and remote teams
• Adept at aligning team members with new or changing customer success strategies.
• Strategic critical thinking skills

Bonus Qualifications

• Experience working with developers or DevOps teams
• Developer background or experience with coding
• Experience with cybersecurity and/or application security

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 & Benefits

The total compensation package includes an anticipated base salary range of $143,000-$175,000, along with 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.