Senior Manager, Customer Success Engineering

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Veeam Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2006

💼 Consulting

📦 Logistics

☁️ SaaS

💰 $500M Private Equity Round on 2019-01

Consulting • Logistics • SaaS

Veeam Software is a global leader in data resilience and protection, offering self-managed data protection software for hybrid and multi-cloud environments. Their Veeam Data Platform provides comprehensive solutions for data backup, recovery, and security, featuring zero-trust principles and AI-powered tools for data intelligence. Veeam's offerings include secure backup and storage services for platforms such as Microsoft 365, AWS, and Google Cloud, supporting diverse workloads including virtual, physical, and SaaS environments. With a reputation for innovation and customer trust, Veeam serves a broad range of industries, ensuring data resilience against disruptions such as ransomware attacks. Their solutions enable businesses to achieve data freedom, secure storage, and efficient management, reinforcing their position as a top vendor in enterprise backup and recovery software worldwide.

📋 Description

• Lead, coach, and develop a team of Customer Success Engineers, potentially including junior managers • Set expectations, performance standards, and operating rhythms for onboarding, adoption, success planning, resilience assessments, executive reviews, and renewal risk mitigation • Drive scalable technical capability across Veeam Data Platform, disaster recovery and resilience, cloud platforms, virtualization, storage, operating systems, and automation • Establish standards for customer success plans, adoption roadmaps, account scorecards, health checks, quarterly business reviews, resilience reporting, and executive communication • Ensure customer business objectives are translated into measurable, time-bound success plans • Standardize resilience maturity assessments, recoverability validation, recovery simulations, health checks, and gap remediation planning • Monitor customer health, adoption, sentiment, renewal readiness, and expansion indicators • Act as senior advisor and escalation point for strategic enterprise customers • Partner with Sales, Renewals, Technical Account Management, Support, Product, and Professional Services • Build repeatable plays, enablement, and best practices to improve value realization, adoption, retention, expansion readiness, and referenceability • Drive continuous improvement in capacity planning, account coverage, scorecard hygiene, forecasting inputs, and operating efficiency • Contribute to business planning, growth opportunities, account strategy, expansion motions, retention, and revenue goals • Route break-fix issues, hands-on technical operations, commercial negotiations, and renewal quoting to appropriate teams

🎯 Requirements

• 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 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 CIO, CISO, vice president, and director-level stakeholders with recommendations tied to business value, risk, and outcomes • Strong cross-functional collaboration with Sales, Renewals, Product, Support, Professional Services, and Technical Account Management • Data-driven leadership using metrics, customer health signals, and operational insights • Excellent communication, coaching, stakeholder management, and conflict resolution skills • Ability to build scalable processes while maintaining high-touch customer needs • VMCE certification preferred, or ability to complete within an agreed timeframe after hire • Preferred certifications include AWS Solutions Architect, Microsoft Azure Administrator, Microsoft Azure Solutions Architect Expert, or similar cloud and infrastructure certifications

🏖️ Benefits

• Company-sponsored retirement savings • Life insurance • Accident coverage • 30 vacation days per year • Company-wide VeeaMe Days for rest, wellbeing, and self-care • Confidential counseling and professional support services through the Employee Assistance Program for employees and their families • Paid volunteer time each year through the Veeam Cares program