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.
