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 ResponsibilitiesOnboarding 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.
