[Remote] Manager, Customer Onboarding & Success

Note: The job is a remote job and is open to candidates in USA. Veracode is seeking a Manager, Customer Onboarding & Success to lead onboarding across Enterprise and commercial accounts. The role manages technical deployments, develops guided and digital onboarding programs, and ensures customers adopt the product and achieve value quickly. It also establishes onboarding processes and partners across Customer Success, Sales, Product, and Support to support long-term customer success.

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

Skills

• 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

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.
• Performance bonus.
• Amazing community of professionals who take pride in what we do every day.

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