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Customer Success and Renewals Operations Manager



Customer Service, Sales & Business Development, Operations
Burlington, MA, USA
Posted on Tuesday, June 4, 2024

Customer Success and Renewals Operations Manager

Looking for an innovative, high-growth company in one of the hottest segments of the security market? Look no further than Veracode!

Veracode is recognized as a premier provider of SaaS-based application security solutions, transforming the way companies secure applications in today’s software driven world. We provide our customers with a solid foundation on which to build security into their modern agile development processes. Learn more about us at www.veracode.com!

As the Customer Success and Renewals Operations Manager, you will play a critical role in driving overall customer satisfaction and retention by developing and executing effective customer success and renewals strategies. You will focus on enhancing operational efficiency through process optimization, data analysis, and forecasting, while fostering cross-functional collaboration to ensure a seamless customer experience. If you're a strategic thinker with a passion for driving results and improving customer outcomes, we want you on our team!

Key Aspects of the Role:

  • Strategic Execution: Take charge of customer success strategies execution, ensuring alignment with company goals and customer needs. Manage the renewal process efficiently and effectively.
  • Process Optimization: Continuously refine and enhance customer success and renewal operations, focusing on improving efficiency, scalability, and overall customer experience. Identify areas for improvement, reduce manual tasks, and implement automation to drive operational excellence.
  • Data-Driven Insights: Utilize advanced data analytics to uncover trends, insights, and opportunities that can enhance customer success outcomes and boost renewal rates. Apply findings to drive proactive decision-making and refine strategies.
  • Forecasting Expertise: Develop and implement sophisticated forecasting models to predict renewal rates, revenue, and customer behavior accurately. Use forecasts to inform strategic planning and ensure proactive management of customer relationships.
  • Cross-Functional Collaboration: Collaborate closely with sales, marketing, product, and support teams to align efforts and deliver a seamless customer experience throughout the customer lifecycle. Foster strong communication and teamwork to achieve common objectives.
  • Performance Tracking: Establish and monitor key performance indicators (KPIs) related to customer success, renewal rates, and operational efficiency. Provide regular reports and insights to senior management to track progress and inform decision-making.
  • Operations Strategy: Devise and implement operational strategies aimed at streamlining and optimizing the subscription renewal process. Focus on maximizing efficiency and effectiveness while ensuring accurate forecasting to support long-term growth.

What you’ll need:

  • Minimum of 5 years of experience in Customer Success within a high-growth, customer-facing team at a SaaS company, with direct engagement in supporting CS and Renewals strategy, organizational design, and performance management, 8+ in Services or Revenue Operations.
  • Proven experience in customer success, renewals management, or operations, preferably in a technology or subscription-based industry.
  • Strong analytical skills with experience in data analysis and forecasting techniques.
  • Excellent communication and collaboration skills, with the ability to work effectively across teams and influence stakeholders.
  • Experience with CS tools such as Salesforce.com, Client Success, and other relevant customer success and project management tools.
  • Demonstrated ability to drive process improvements and optimize operational efficiency.
  • Strategic thinker with a proactive approach to problem-solving and decision-making.

What we offer you:

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

Compensation Transparency

In accordance with U.S. pay transparency laws, Veracode provides compensation transparency for roles based in the United States. Click here to view our compensation ranges by grade. Please note, specific compensation may be influenced by various factors including candidates experience, education, and work location.

Job Grade: Principal

Employment opportunities are available to all applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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.