At a Glance
- Tasks: Lead a dynamic Customer Success team to enhance client relationships and drive business outcomes.
- Company: Join Veracode, a global leader in Application Risk Management for the AI era.
- Benefits: Enjoy competitive salary, career growth opportunities, and a vibrant work culture.
- Other info: Be part of a collaborative environment that values innovation and strategic thinking.
- Why this job: Make a real impact in a high-growth company while empowering customers to succeed.
- Qualifications: 8+ years in management with a focus on customer success and strong communication skills.
The predicted salary is between 70000 - 90000 £ per year.
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.
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 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 serves 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.
Fraudulent Recruitment Alert - Be Aware and Stay Informed
At Veracode, we prioritize a secure recruitment process. Unfortunately, fake recruitment and job offer scams are on the rise. They aim to deceive candidates through emails and calls to obtain sensitive information. Here’s our recruitment promise to you:
- Comprehensive Interview Process: We never extend job offers without a comprehensive interview process involving our recruitment team and hiring managers.
- Offer Communications: Our job offers are not sent solely through email, and we will never ask you to pay for your own hardware.
- Email Verification: Recruiting emails from Veracode will always originate from an "@veracode.com" email address.
If you have any doubts about the authenticity of an email, letter, or telephone communication claiming to be from Veracode, please reach out to us at careers@veracode.com before taking any further action.
Sr. Manager, Customer Success employer: Veracode
Veracode is an innovative and high-growth leader in Application Risk Management, offering a dynamic work environment that prioritises employee growth and development. With a strong focus on customer success, our culture fosters collaboration and empowerment, ensuring that team members are equipped to build meaningful relationships with clients while driving impactful business outcomes. Located in a vibrant sector of the security market, Veracode provides unique opportunities for career advancement and the chance to be part of a multi-award-winning company at the forefront of technology.
StudySmarter Expert Advice🤫
We think this is how you could land Sr. Manager, Customer Success
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Veracode. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Veracode before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Sr. Manager, Customer Success
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Veracode:Your cover letter is your chance to shine! Tell us why you want to work at Veracode specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Veracode!
How to prepare for a job interview at Veracode
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
