Manager, Customer Onboarding & Success

Veracode is a global leader in Application Risk Management for the AI era, helping organizations build and maintain secure software from code creation to cloud deployment. The Manager, Customer Onboarding & Success will lead onboarding across Enterprise and commercial accounts, project manage technical deployments, develop scalable onboarding programs, and ensure customers achieve value, adoption, retention, and growth.

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

Requirements:

• 7+ years in Customer Success, customer onboarding, or a related post-sale SaaS function, including 2+ years managing customer-facing teams
• Direct experience project managing technical customer deployments alongside technical resources (e.g., CSEs, SAs, or implementation engineers)
• 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 in B2B SaaS
• prior experience as or leading CSMs
• ideally within an Enterprise or mid-market SaaS environment
• experience with digital onboarding tools (e.g., Pendo, WalkMe, Appcues)
• cybersecurity or enterprise software experience