Technical Program Manager, Customer Onboarding

Veracode•Burlington, MA

About The Position

Veracode is seeking an experienced Technical Program Manager, Customer Onboarding to lead the customer onboarding program across Enterprise and Commercial customers. Reporting to the Vice President of Customer Success, this senior individual contributor owns the program strategy, governance, and cross-functional execution model for customer onboarding. The role provides leadership across multiple concurrent deployments, creating visibility into program health, dependencies, risks, capacity, and customer outcomes while driving accountability across Customer Success, Project Management, Customer Solutions Engineering, Solutions Architecture, Product, and customer teams. The ideal candidate combines strong technical understanding with exceptional program leadership, bringing structure to complex initiatives, anticipating risks, removing systemic blockers, and continuously improving how Veracode delivers customer onboarding at scale.

Requirements

At least 5 years of experience in technical program management, enterprise SaaS implementation, or complex customer-facing technology programs.
Demonstrated success leading multi-workstream programs involving multiple teams, stakeholders, and technical dependencies.
Strong experience with program governance, portfolio management, risk and dependency management, operating cadences, KPIs, and executive reporting.
Ability to translate strategic objectives into structured programs and measurable outcomes.
Strong understanding of enterprise SaaS implementations and customer onboarding.
Working knowledge of SDLC, CI/CD pipelines, APIs, enterprise integrations, and cloud software environments.
Excellent executive communication and stakeholder management skills.
Ability to influence teams and drive accountability without direct authority.
Experience with Jira, Asana, Smartsheet, or equivalent program management platforms.

Nice To Haves

Experience with application security, SAST, SCA, DAST, or DevSecOps environments.

Responsibilities

Own the customer onboarding program, establishing objectives, priorities, governance, operating rhythms, and measures of success across the deployment portfolio.
Maintain a program-level view of active customer deployments, identifying critical dependencies, capacity constraints, systemic risks, and opportunities to improve execution.
Align Project Management, CSEs, SAs, CSMs, Product, and customer stakeholders around priorities, ownership, dependencies, and outcomes; drive accountability without direct authority.
Establish consistent program reviews, stage gates, risk management, escalation paths, decision frameworks, and leadership reporting.
Proactively identify risks and cross-functional dependencies, drive resolution of complex blockers, and escalate decisions requiring leadership intervention.
Define and track onboarding KPIs, provide visibility into program health, and use performance data to improve predictability, capacity planning, and customer time to value.
Build and continuously improve onboarding frameworks, playbooks, processes, and workflows that create a consistent, repeatable, and scalable customer experience.
Provide clear communication on program health, priorities, risks, and outcomes across customer and Veracode leadership stakeholders.
Ensure a consistent transition from onboarding into ongoing Customer Success, with clear ownership of customer objectives, outcomes, risks, and outstanding priorities.
Drive program readiness and execution predictability, on-time milestone and deployment completion, time to go-live and first value, visibility and resolution of risks and dependencies, reduced onboarding delays and escalations, consistent governance, deployment efficiency and scalability, and quality Customer Success transitions.