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Veeam Software, the Data and AI Trust Company, is seeking an Associate Customer Success Specialist to join its Customer Success team in Bangalore. This role operates within a pooled success model, providing scaled coverage for customers without a dedicated Named Customer Success Engineer (CSE).
You will monitor customer health using telemetry and dashboards, responding to usage, churn, and expansion triggers to drive adoption and growth across Veeam's product portfolio, including Veeam Data Cloud, Veeam Backup & Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, and Kasten by Veeam.
Key responsibilities include:
- Conducting platform health checks and applying the Veeam Data Resilience Maturity Model (DRMM) to track customer improvements
- Planning and facilitating success sessions and quarterly business reviews (QBRs) to align business outcomes with product adoption and demonstrate ROI
- Managing churn risk through proactive protection plans, customer advocacy, and CSAT surveys
- Identifying expansion opportunities by reviewing consumption trends and converting signals into qualified pipeline
- Collaborating with Sales, Marketing, and CSEs on scaled campaigns and customer journeys
- Capturing feedback from exit interviews and synthesizing learnings to improve program playbooks
- Maintaining accurate records in Gainsight and other CS platforms
You should bring 2–5 years of experience in Customer Success operations or Program Management, ideally in data protection or cyber-resilience. A Bachelor's degree in Computer Science, Electrical Engineering, or related technical field is required; an MBA is preferred. You'll need proficiency with digital CS platforms (Gainsight), marketing automation tools (Marketo), CRM systems (Salesforce), and strong analytical skills to interpret telemetry and health scores. Working knowledge of Veeam products and experience facilitating QBRs and building ROI narratives are essential. Excellent communication and cross-functional collaboration skills are critical for success in this role.
