Senior Manager, Customer Success Engineering

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🧑‍🔧 Technical Customer Success Manager

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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 become co-signed, measurable success plans with time-bound value milestones • Standardize maturity assessments, recoverability validation, recovery simulations, health checks, and gap remediation planning • Monitor customer health, adoption, sentiment, renewal readiness, and expansion indicators • Serve 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 time-to-first-value, adoption, retention, expansion readiness, and referenceability • Drive continuous improvement in capacity planning, account coverage, scorecard hygiene, forecasting inputs, and operating efficiency • Identify growth opportunities, influence account strategy, support expansion motions, and align performance with retention and revenue goals • Keep the team focused on advisory, adoption, resilience, and value realization outcomes while routing break-fix, 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, 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 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 using 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 • VMCE certification preferred, or ability to complete within an agreed timeframe after hire • Preferred industry certifications include AWS Solutions Architect, Microsoft Azure Administrator, Microsoft Azure Solutions Architect Expert, or similar cloud and infrastructure certifications • Applicants must be located in the UK for remote work; Veeam may decline applications from applicants permanently present outside the UK

🏖️ Benefits

• 25 paid vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares • Private medical, dental, and vision insurance with dependent enrolment • Life insurance with enhanced coverage and global 24/7 protection • Income protection after 26 weeks, covering a portion of salary • Defined contribution pension plan with employer match • Worldwide travel insurance for business and leisure, with option to enroll dependents • Employee Assistance Program with therapy, legal, and financial support, plus online GP services and wellbeing programs • Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops and learning events like our annual Global Day of Learning