Manager, Customer Onboarding & Success

About the Opportunity

Veracode is hiring a Manager, Customer Onboarding & Success to lead customer onboarding across Enterprise and commercial accounts and help customers achieve value quickly after purchase.

This role can be based in Burlington, Massachusetts or performed remotely within the United States. It combines Customer Success leadership, technical deployment project management, onboarding program design, customer adoption, and scaled digital onboarding.

What You’ll Do

• Lead the customer onboarding function and develop team members around clear milestones, outcomes, and accountability.
• Translate purchased solutions into onboarding plans covering business goals, responsibilities, timelines, and adoption targets.
• Identify stalled customers, onboarding risks, and recurring friction points and drive them to resolution.
• Directly project manage technical customer deployments alongside Customer Solutions Engineers, Solution Architects, and other technical resources.
• Own deployment plans, milestones, deadlines, dependencies, escalation paths, and customer-facing communication through go-live.
• Serve as the primary point of accountability during implementation and translate technical progress into clear customer updates.
• Partner with Customer Success leadership, CSMs, and Sales to create strong post-sale handoffs and support long-term retention and growth.
• Ensure CSMs receive complete onboarding documentation, customer goals, adoption status, outstanding risks, and next steps.
• Work with Product and Support to identify systemic onboarding issues and improve the overall customer experience.
• Design and improve tiered onboarding programs spanning self-service, digital, scaled, and high-touch Enterprise experiences.
• Use engagement, completion, and time-to-value metrics to improve onboarding programs.
• Establish governance, operating rhythms, reporting, and process improvements across the onboarding portfolio.

Required Experience

Candidates need at least seven years of experience in Customer Success, customer onboarding, or a related post-sale SaaS function.

The role also requires at least two years of experience managing customer-facing teams.

Technical Deployment Experience

Direct experience project managing technical customer deployments alongside technical resources such as Customer Solutions Engineers, Solution Architects, or implementation engineers is required.

Enterprise or mid-market SaaS implementation experience is especially relevant.

Customer Success and Onboarding Skills

Candidates should understand the SaaS customer lifecycle and how onboarding connects to product adoption, customer retention, and account growth.

Strong customer communication, stakeholder management, adoption, value realization, and business-outcome experience is required.

Tools and Platforms

Experience with Customer Success platforms such as Gainsight, Totango, or ChurnZero is relevant.

Experience with digital onboarding tools such as Pendo, WalkMe, or Appcues is strongly preferred.

Remote Work

This role can be performed remotely within the United States or from Burlington, Massachusetts.

Compensation

The published base salary range is $110,000 to $130,000 USD per year.

The total compensation package also includes a performance bonus and benefits.

About Veracode

Veracode provides application security and application risk management technology designed to help organizations identify and remediate software security risks throughout the development lifecycle.

Candidates applying through WorkinVirtual will be directed to Veracode’s official careers page. WorkinVirtual is not the employer and does not accept applications for this opportunity.