Senior Customer Success Manager

Veracode • Burlington, MA

5d

About The Position

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.

Requirements

• 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 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.

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.
• Amazing community of professionals who take pride in what we do every day.
• Compensation Transparency

What This Job Offers

• Job Type: Full-time
• Career Level: Senior