Director, Customer Success

We are seeking an experienced Director of Customer Success to lead and execute strategies that drive customer value, retention, adoption, and long-term growth across Veracode’s customer base. This leader will be responsible for building and developing a high-performing Customer Success organization, establishing strategic customer partnerships, and ensuring customers realize measurable business outcomes through their investment in Veracode’s solutions and services.

The ideal candidate is a strategic, data-driven leader with a proven track record of leading Customer Success teams in a high-growth technology or SaaS environment. This individual will combine strong business acumen with operational discipline, executive presence, and a customer-first mindset to strengthen relationships, proactively mitigate risk, improve customer health, and drive sustainable revenue retention and expansion.

As a key member of the Customer Success leadership team, the Director will partner closely with Sales, Renewals, Product, and other cross-functional leaders to align customer strategies with business objectives, influence the broader customer experience, and help shape the future of Customer Success at Veracode.

Job Responsibilities

• Lead Customer Success Strategy: Develop and execute a comprehensive Customer Success strategy aligned with company objectives, driving customer adoption, measurable business outcomes, retention, and sustainable account growth across the assigned region or customer segment.
• Drive Retention and Revenue Growth: Establish and own strategies to improve gross revenue retention, reduce churn, identify expansion opportunities, and strengthen the overall health and long-term value of the customer portfolio.
• Build and Develop High-Performing Teams: Lead, coach, and develop Customer Success managers and team leaders, establishing clear performance expectations, accountability, and development plans that build organizational capability and leadership depth.
• Establish Executive Customer Partnerships: Build trusted relationships with senior customer stakeholders and executives, serving as an executive escalation point and strategic partner to address business challenges, demonstrate value, and strengthen long-term customer relationships.
• Drive Customer Adoption and Value Realization: Ensure consistent execution of Veracode’s Customer Journey methodology, including Outcome Success Plans, value realization strategies, adoption initiatives, and proactive engagement throughout the customer lifecycle.
• Own Customer Health and Risk Management: Establish a comprehensive view of customer health, engagement, adoption, and retention risk. Develop proactive, data-driven strategies to mitigate churn, address customer concerns, and improve customer outcomes.
• Partner Across the Business: Collaborate closely with Sales, Renewals, Product, Support, and Services to align account strategies, improve the end-to-end customer experience, and identify opportunities to increase customer satisfaction, retention, and growth.
• Establish Performance Metrics and Reporting: Define, monitor, and report on key Customer Success metrics, including retention, churn, customer health, product adoption, customer engagement, and expansion. Translate insights into actionable strategies and communicate performance, risks, and opportunities to senior leadership.
• Influence Customer-Centric Business Decisions: Represent the voice of the customer across Veracode, translating customer feedback, market trends, and emerging needs into recommendations that inform product strategy, service delivery, and customer experience improvements.
• Drive Operational Excellence: Establish scalable processes, engagement models, and best practices that improve team efficiency, strengthen customer engagement, and ensure consistent execution across the customer lifecycle.
• Lead Organizational Planning and Talent Development: Own team structure, workforce planning, recruiting, onboarding, and talent development to ensure the organization has the capabilities and capacity needed to support business growth.
• Support Strategic Sales Opportunities: Partner with Sales leadership on key prospects, executive engagements, and strategic opportunities to articulate the value of Veracode’s Customer Success organization and demonstrate the long-term customer partnership experience.
• Champion Change and Continuous Improvement: Lead the adoption of evolving Customer Success strategies, tools, and operating models, ensuring the team remains aligned with business priorities and adapts to changing customer expectations.
• Develop Future Leaders: Mentor managers and emerging leaders, strengthening leadership capabilities, strategic account management, escalation management, and the ability to deliver consistent business results.
• Maintain Industry and Product Expertise: Stay current on SaaS Customer Success best practices, cybersecurity trends, application security, DevSecOps, and Veracode’s product strategy to ensure the organization delivers relevant, forward-looking customer guidance.

Desired Qualifications & Experience

• Bachelor’s degree or equivalent practical experience, with a minimum of 10 years of progressive experience in Customer Success, account management, customer experience, or a related function within technology, software, or SaaS.
• Demonstrated experience leading Customer Success organizations, including managing managers or team leaders and developing high-performing, customer-focused teams.
• Proven track record of improving customer retention, reducing churn, driving product adoption, and identifying opportunities for account growth and expansion.
• Experience developing and executing Customer Success strategies aligned with company-wide business objectives and revenue goals.
• Strong business acumen and experience using customer data, performance metrics, and analytics to identify trends, prioritize resources, and drive measurable results.
• Executive-level communication, presentation, and relationship-building skills, with the ability to influence senior stakeholders internally and externally.
• Demonstrated ability to build trusted relationships with customer executives, navigate complex customer situations, and lead strategic escalations.
• Experience collaborating across Sales, Renewals, Product, Support, and Services in a matrixed organization.
• Proven ability to lead through organizational change, implement new strategies, and drive adoption of new processes and operating models.
• Experience leading geographically distributed teams within a global organization.
• Strong strategic thinking, problem-solving, decision-making, and organizational planning skills.
• Demonstrated ability to balance strategic priorities with operational execution while maintaining a strong customer-first mindset.

Bonus Qualifications

• Experience working with software developers, DevOps teams, or application security stakeholders.
• Background in software development, engineering, or related technical disciplines.
• Experience in cybersecurity, application security, or DevSecOps.
• Familiarity with enterprise SaaS business models, recurring revenue metrics, and customer lifecycle management.
• Experience implementing Customer Success platforms, customer health scoring models, and data-driven engagement strategies.

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:

The total compensation package includes an anticipated base salary range of $166,000–$191,000, along with comprehensive benefits. The base salary offered to the selected candidate, including the candidate’s position within the salary range, will be determined based on a variety of factors, including job-related knowledge, education, skills, experience, and other business considerations. The published salary range represents the Company’s good-faith estimate of the compensation range at the time of posting.

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.