Senior Customer Success Manager

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 a talented, results-oriented, energetic, intellectually curious and highly motivated individual to join our Customer Success team. The Customer Success Manager (CSM) is responsible for building and maintaining strong relationships within assigned accounts ensuring high levels of usage, customer satisfaction and recognition of ROI, leading to strong renewals and solution growth opportunities. The CSM works closely with our customers alongside Sales, Support, Account Management, Security Consultants, and other Operations and Product Management teams at Veracode to ensure our services are delivered successfully and meet client expectations.

What you will be responsible for:

• Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives.
• Look after a set of approximately 20 strategic customers and build relationships with key stakeholders to mature their App Sec journey
• Reactively manage a selection of EMEA/APAC SMB customers as and when required by the business (this would be approx. 20% of the role)
• Create and manage account plans with customers which cover the entire customer journey. Educate customers on the use and benefits of the Veracode solutions. Build and maintain strong relationships within assigned accounts.
• Advise customers on how to best utilize the Veracode solutions within their organization. Understand the technologies, constraints, and other issues connected with an application security program and its implementation
• Ensure consistently positive customer experiences by working closely with Veracode Support, Consulting, and Operations teams and providing oversight and management of customer issues and initiatives.
• Work with management team to ensure critical issues are well-documented and properly escalated in an expeditious manner for resolution.
• Serve as customer advocate while capturing customer's feedback and reporting requests to Product Management and Engineering.
• Collaborate with Sales team on account strategy and identify opportunities for them to sell products and services within accounts.
• Develop and share best practices with team members to enhance the quality, effectiveness, and efficiency of the support of customers.

Required Skills:

• Bachelor’s degree or equivalent applicable experience
• 5-7 or more years of Customer Success / Security Program Manager/Technical Account Management / Project Management / Consulting experience.
• Proficient French speaker and/or other European language
• Comprehensive knowledge of SDLC technology and artifacts
• Ability to advise clients on strategic program development and drive the strategic vision of the client program
• Strong customer service skills – excellent verbal and written communication.
• Experience presenting to CxO’s, Development managers, and Application Security experts
• Ability to effectively manage multiple priorities and activities simultaneously.
• High aptitude for learning new technologies and process. Solid analytical skills.
• Previous experience working in a software company-working with developers-
• Excellent written and oral communication skills to enable strong presentation skills
• Demonstrated ability and desire to work and excel in a fast-paced environment
• Self-motivated and able to solve problems independently and in team settings
• Ability to work well across functional groups and influence others to get things done
• Excellent team player and able to work under own initiative
• Ability to effectively facilitate cross-functional teams and resources
• Strong critical thinking, analytic, and problem-solving abilities
• Willingness and ability to travel up to 20% of the working week

What’s in it for you:

• Medical, Dental, and Vision Coverage to meet all your healthcare needs
• Unlimited paid time off and flexible work arrangements to support a healthy work-life balance
• Extensive development and training offerings to help you grow with us
• An annual contribution of 6% towards your pension
• Life assurance, personal accident, and long-term disability insurance
• Enhance parental leave initiatives as well as other family friendly benefits
• Annual fitness reimbursements and access to apps that support wellbeing
• Summer and end of year social events to bring the team together and celebrate our success