Senior Manager of Customer Success, Veeam

• The ideal candidate is a proven technical people leader with strong customer engagement skills, deep understanding of enterprise IT and data resilience, and the ability to translate customer business objectives into measurable technical outcomes
• Eight or more years of customer-facing technical experience in enterprise IT, SaaS, data protection, backup and recovery, cloud, infrastructure, technical consulting, pre-sales engineering, technical account management, solutions architecture, or related fields
• Three or more years of people leadership experience managing technical professionals, customer success engineers, technical account managers, solutions engineers, or similar roles
• Proven ability to lead managers or technical teams through ambiguity, shifting priorities, and complex customer situations
• Strong understanding of Veeam solutions or comparable data protection, backup, recovery, cyber resilience, and enterprise infrastructure technologies
• Experience building and scaling customer success practices, including onboarding, success planning, adoption motions, health scoring, executive business reviews, renewal readiness, and risk mitigation
• Strong technical acumen across virtualization, storage, operating systems, cloud platforms, scripting or automation, and disaster recovery and resilience best practices
• Ability to engage executive stakeholders, including CIO, CISO, vice president, and director-level audiences, with clear recommendations tied to business value, risk, and outcomes
• Strong cross-functional collaboration skills with Sales, Renewals, Product, Support, Professional Services, and Technical Account Management
• Data-driven leadership style with the ability to use metrics, customer health signals, and operational insights to improve team execution
• Excellent communication, coaching, stakeholder management, and conflict resolution skills
• Ability to build scalable processes without losing sight of high-touch customer needs

Desirable

• The Senior Manager, Customer Success Engineering leads a team of Customer Success Engineers responsible for driving measurable customer outcomes across Veeam Data Platform
• This role balances strategic planning with hands-on execution leadership, ensuring customers realize value, improve resilience, expand adoption, and reduce renewal risk
• This leader is accountable for building scalable customer success engineering practices across onboarding, adoption, technical success planning, resilience maturity, executive engagement, and renewal readiness
• The Senior Manager serves as a coach, operational leader, customer escalation point, and cross-functional partner to Sales, Renewals, Product, Support, Professional Services, and Technical Account Management
• Lead, coach, and develop a team of Customer Success Engineers, which may include junior managers, to deliver consistent, high-quality customer outcomes
• Set clear expectations, performance standards, and operating rhythms for onboarding, adoption, success planning, resilience assessments, executive reviews, and renewal risk mitigation
• Drive scalable technical capability across the team, including expertise in Veeam Data Platform, disaster recovery and resilience, cloud platforms, virtualization, storage, operating systems, and automation
• Establish and improve standards for customer success plans, adoption roadmaps, account scorecards, health checks, quarterly business reviews, resilience reporting, and executive communication
• Ensure Customer Success Engineers translate customer business objectives into co-signed, measurable success plans with time-bound value milestones
• Champion resilience as a customer outcome by standardizing the use of maturity assessments, recoverability validation, recovery simulations, health checks, and gap remediation planning
• Monitor customer health, adoption, sentiment, renewal readiness, and expansion indicators across the team’s book of business
• Act as a senior advisor and escalation point for strategic enterprise customers, especially when resilience posture, executive alignment, adoption risk, or renewal risk requires leadership intervention
• Partner with Sales, Renewals, Technical Account Management, Support, Product, and Professional Services to align customer success engineering activities with account strategy, product roadmap feedback, and revenue priorities
• Build repeatable plays, enablement, and best practices that improve time-to-first-value, adoption breadth and depth, retention, expansion readiness, and referenceability
• Drive continuous improvement in team operations, including capacity planning, account coverage, scorecard hygiene, forecasting inputs, and operating efficiency
• Contribute to business planning by identifying growth opportunities, influencing account strategy, supporting expansion motions, and aligning team performance with retention and revenue goals
• Ensure the team remains focused on advisory, adoption, resilience, and value realization outcomes while routing break-fix issues, hands-on technical operations, commercial negotiations, and renewal quoting to the appropriate teams