Manager, Customer Onboarding & Success

Veracode • Burlington, MA

2d • $110,000 - $130,000

About The Position

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.

Requirements

• 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.

Nice To Haves

• prior experience as or leading CSMs strongly preferred
• ideally within an Enterprise or mid-market SaaS environment
• experience with digital onboarding tools (e.g., Pendo, WalkMe, Appcues) strongly preferred
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed