Manager, Customer Onboarding & Success

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 .

Veracode is seeking an experienced Manager, Customer Onboarding & Success to lead our customer onboarding function across Enterprise and commercial accounts — directly project managing technical deployments alongside Customer Solutions Engineers (CSEs), and ensuring customers achieve value quickly, adopt core capabilities, and are positioned for long-term success. This role directly reports to the Vice President of Customer Success.

The ideal candidate brings a strong Customer Success background — building scalable programs in a B2B SaaS environment, hands-on experience project managing technical deployments, and leading enterprise onboarding teams. This person will own the customer journey across two segments: guided, high-touch onboarding for Enterprise accounts, where they will directly project manage deployments alongside CSEs and SAs; and a digital onboarding program for customers, delivering a high-quality experience at scale.

Key Responsibilities

Onboarding Leadership & Customer Experience

- 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.

Technical Deployment Project Management

- 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.

Customer Success & Cross-Functional Partnership

- 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.

Digital & Scaled Onboarding

- 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.

Program Management & Operational Excellence

- Establish governance, processes, and operating rhythms across the onboarding portfolio; develop reporting on performance, risks, capacit