Sr. Manager, Customer Success

We are seeking an experienced Senior Manager of Customer Success to build and direct a team to deliver enhanced business outcomes for our customers. The ideal candidate will have prior Customer Success leadership experience, a track record of delivering strategies to build and maintain strong customer relationships in a customer-centric environment. Veracode is an environment that fosters upward mobility and career growth, we are searching for high energy, hard-working individuals that will grow with us.

Job Responsibilities

• Leads Customer Success team to engage, support and empower our customers to ensure successful business outcomes through their use of Veracode solutions and services
• Leads from the front and coaches team in strategies to improve customer experience, increase usage & adoption, increase renewal rates, and expansion.
• Coaches team on leveraging the Veracode Customer Journey engagement methodology and usage of tools such as Outcome Success Plans
• Measures performance of team to ensure success against key metrics
• Regularly interacts with executives and customers in region to cultivate key customer relationships and develop trusted partnerships
• Develops close collaboration and partnership with Sales and Renewals counterparts to align on regional strategies
• Responsible for reporting to leadership across key metrics and strategies related to renewals/retention, customer risk, customer growth, customer health, and adoption
• Develops and maintains end to end view of customer needs and customer risk across region, develops region-wide risk mitigation strategies, and serve as the voice of the customer to represent the needs of region within Veracode teams to improve customer experience
• Contributes into broader customer success strategy as a key member of the Customer Success senior leadership team
• Recruits, hires, onboards, and develops a world-class team to ensure appropriate staffing levels within region
• Develops and maintains a world-class culture within team
• Uses data and insights to prioritize customer engagement across region
• Supports pre-sales activities in region to articulate the post-sales customer experience and value proposition of Veracode Customer Success services
• Mentors Team Leads and Managers to develop leadership and relationship management capabilities, guide on retention activities, serve as a point of escalation management, and drive revenue retention and growth across customer base
• Maintains current and relevant industry knowledge while consistently progressing themselves and their experience in strategic customer account management as well as Veracode product and company direction

Desired Qualifications & Experience

• Bachelor's degree and a minimum of 8 years of related progressive management experience working in a related field or industry such as high tech, software, or a SaaS
• Aptitude or interest in understanding software development, DevSecOps, and application security
• Executive level verbal and written communication skills
• Experience as a senior leader with full lifecycle post-sales delivery and service responsibility
• Ability to influence and support teams through large strategic and/or vision changes
• Demonstrated ability to lead Customer Success teams to great results
• Experience working in a matrixed global organization and managing geographically distributed and remote teams
• Adept at aligning team members with new or changing customer success strategies.
• Strategic critical thinking skills

Bonus Qualifications

• Experience working with developers or DevOps teams
• Developer background or experience with coding
• Experience with cybersecurity and/or application security