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Veeam Software, the Data and AI Trust Company, is seeking a Customer Success Specialist based in Warsaw to support scaled customer success operations. You will operate within a pooled coverage model, providing proactive support to customers without a dedicated Named Customer Success Engineer, focusing on Veeam Data Cloud and related portfolio offerings including Veeam Backup & Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, and Kasten by Veeam.
Key responsibilities include monitoring customer health using telemetry and dashboards, conducting platform health checks, and applying the Veeam Data Resilience Maturity Model to track improvements. You will plan and facilitate success sessions and quarterly business reviews (QBRs), reviewing business outcomes and demonstrating ROI achieved through product adoption. You'll manage churn risk by building proactive protection plans, advocating for at-risk accounts, and recommending alternative configurations or products. Additionally, you will identify expansion opportunities by reviewing consumption trends and converting signals into qualified opportunities for Account Executives.
You'll collaborate across Sales, Marketing, and Customer Success Engineering teams to execute scaled campaigns and journeys that increase utilization and customer health. Responsibilities also include capturing feedback from exit interviews, synthesizing learnings to improve program playbooks, and maintaining accurate records in Gainsight and reporting systems.
Required qualifications include 2–5 years in Customer Success operations or Program Management, ideally within data protection or cyber-resilience solutions. Proficiency in German or French is essential. A Bachelor's degree in Computer Science, Electrical Engineering, or related technical field is required; an MBA is preferred. You should have proficiency with digital CS platforms (Gainsight), marketing automation tools (Marketo), and familiarity with CRM systems (Salesforce) and BI/reporting tools. Working knowledge of Veeam offerings and strong analytical skills to interpret telemetry and health scores are critical. Experience facilitating QBRs, building ROI narratives, and creating customer-facing artifacts is expected.
