Senior Manager, Customer Success

🕒 July 15

☕ Washington – Remote

☕ Washington – Remote

💵 $127.2k - $236.1k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 14%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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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 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 measurable, time-bound success plans translate customer business objectives into outcomes • 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 value realization, adoption, retention, expansion readiness, and referenceability • Improve team operations through 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 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 • Excellent communication, coaching, stakeholder management, and conflict resolution skills • Ability to build scalable processes without losing sight of high-touch customer needs • Preferred industry certifications include AWS Solutions Architect, Microsoft Azure Administrator, Microsoft Azure Solutions Architect Expert, or similar cloud and infrastructure certifications • VMCE certification preferred, or ability to complete within an agreed timeframe after hire

🏖️ Benefits

• Unlimited paid time off • 12 paid holidays, including 4 global VeeaMe Days • 24 paid volunteer hours annually through Veeam Cares • Paid parental leave: 8 weeks for all parents, 16 weeks for birthing parents • Medical, dental, and vision coverage starting on your first day • Mental health support, therapy sessions, and digital wellness tools via the Employee Assistance Program • 401(k) retirement plan with company matching contributions • Fertility, adoption, and surrogacy support through Maven • AirVet: 24/7 virtual veterinary care at no cost • Legal services, identity protection, and supplemental health insurance options • Tax-advantaged spending accounts for healthcare, dependent care, and commuting • On-demand learning libraries, mentoring, workshops, and learning events • Remote work arrangement