Sr. Director, Global Customer Success

Veracode•Burlington, MA

About The Position

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 LinkedIn and Twitter . As the Sr. Director of Global Customer Success, you will be a pivotal leader within our organization, responsible for transforming and scaling our Customer Success team to deliver exceptional, tangible outcomes for our clients. You will leverage your technical expertise, collaborative approach, and data-driven mindset to enhance customer satisfaction, retention, and growth. Your keen understanding of market trends and ability to implement innovative strategies will be crucial in ensuring our customers derive maximum value from our products.

Requirements

Proven experience in a Senior Customer Success leadership role within a SaaS company, preferably in application security or related industry.
Demonstrated success in transforming and scaling global customer success organizations to deliver tangible outcomes for customers.
Strong technical background, with the ability to understand complex technical concepts and guide customers through technical challenges.
Highly collaborative with excellent interpersonal and communication skills, capable of working effectively across departments and with executive leadership.
Data-driven mindset with experience in leveraging analytics to drive customer success strategies and decisions.
Deep understanding of market trends, customer needs, and industry best practices in customer success.

Responsibilities

Driving Customer Success Outcomes: Increase renewal rates and reduce churn.
Expand revenue through cross-sell and up-sell opportunities.
Enhance product adoption, customer satisfaction, and health scores.
Foster customer advocacy and generate references for new business growth.
Use data and analytics to enhance customer success metrics, identify trends, and drive decisions; maintain customer health scores, churn prediction models and key performance indicators.
Defining and Optimizing Customer Lifecycle: Map and enhance the customer journey, identifying key touchpoints and interventions.
Develop and refine segmentation strategies to tailor customer success packages.
Continuously improve processes based on industry best practices.
Managing Customer Success Activities: Oversee onboarding, training, and professional services for seamless customer integration.
Lead customer support and success management teams.
Drive initiatives for renewals, cross-sell, up-sell, and customer advocacy.
Establish and track operational metrics to measure effectiveness.
Leading a World-Class Customer Success Team: Recruit, mentor, and retain top talent.
Create a rapid onboarding process and foster a culture of continuous learning ensuring ongoing training and development for the Customer Success team.
Encourage collaboration within the team and across the customer lifecycle.
Implement enablement programs around DevOps, DevSecOps, Cloud Development and Application Security.
Stay current with industry trends and integrate relevant advancements into team training.

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.

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