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Veeam Software, the Data and AI Trust Company, is seeking a Senior Customer Success Engineer based in North Sydney. You will be the primary technical owner driving long-term customer outcomes across the Veeam Data Platform for a portfolio of 5–50 Enterprise and Commercial-Named accounts with $100K+ ARR.
In this role, you will lead customer onboarding, adoption, and optimization initiatives. You'll proactively identify churn risk, migration opportunities, and upsell potential. Your deep expertise in disaster recovery and resilience (DR&R) will enable you to conduct recovery simulations, apply the Veeam Data Resilience Maturity Model (DRMM) to track resilience posture, and deliver quarterly resilience reports that demonstrate measurable customer value.
Key responsibilities include:
- Configure customer accounts, customize backup policies and storage, facilitate onboarding, and orient stakeholders to admin portals and support channels
- Identify migration opportunities by analyzing usage and environment; conduct success planning and strategy sessions to align business outcomes with product adoption
- Conduct assessments, build protection plans, and recommend software products and architectures across the Veeam Data Platform
- Run recovery simulations and apply DRMM to track and report resilience posture quarterly
- Monitor signals to detect churn risk early; define mitigation plans and partner on renewal strategy with actionable technical insights
- Build business cases, define total cost of ownership (TCO), and articulate value propositions for expansion
- Engage CISO/CIO stakeholders with clear risk, status, and opportunity updates to support executive discussions and roadmap alignment
- Collaborate on marketing-informed campaigns to drive adoption and expansion
- Own the technical success plan and adoption roadmap; influence pricing, commercial terms, and renewal terms in partnership with Sales and CS leadership
You will operate under a long-term account assignment model tied to ARR and growth potential, with soft skills and technical expertise equally valued in driving customer success.
Requirements:
- 5+ years in customer-facing engineering roles focused on data backup and recovery (e.g., Technical Consulting, Pre-Sales SE, Technical Account Manager)
- Hands-on expertise across operating systems, virtualization, storage, scripting/automation, cloud platforms, and DR&R best practices
- Strong experience designing and executing protection plans, migrations, and recovery simulations; familiarity with Veeam platform capabilities is a plus
- VMCE certification required (may be completed post-hire within an agreed timeframe)
- Preferred certifications: AWS Solutions Architect (Associate/Professional), Microsoft Azure Administrator or Solutions Architect Expert
- Proven ability to translate business outcomes into technical adoption roadmaps and measurable value
- Executive stakeholder engagement skills (CISO/CIO) with ability to synthesize technical, business, and risk signals into clear recommendations
- Excellent communication, cross-functional collaboration, and stakeholder management skills
