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Veeam, the Data and AI Trust Company, is seeking a Senior Manager of Customer Success Engineering to lead a team of Customer Success Engineers driving measurable customer outcomes across the Veeam Data Platform. This role balances strategic planning with hands-on execution leadership, ensuring customers realize value, improve resilience, expand adoption, and reduce renewal risk.
You will lead, coach, and develop a team of Customer Success Engineers, setting clear expectations and performance standards for onboarding, adoption, success planning, resilience assessments, executive reviews, and renewal risk mitigation. You'll drive scalable technical capability across the team in areas including Veeam Data Platform, disaster recovery and resilience, cloud platforms, virtualization, storage, operating systems, and automation.
Key responsibilities include establishing and improving standards for customer success plans, adoption roadmaps, account scorecards, health checks, quarterly business reviews, and executive communication. You'll ensure Customer Success Engineers translate customer business objectives into co-signed, measurable success plans with time-bound value milestones. You'll champion resilience as a customer outcome by standardizing maturity assessments, recoverability validation, recovery simulations, and gap remediation planning.
You'll monitor customer health, adoption, sentiment, renewal readiness, and expansion indicators across your team's book of business, acting as a senior advisor and escalation point for strategic enterprise customers. Partner with Sales, Renewals, Technical Account Management, Support, Product, and Professional Services to align customer success engineering activities with account strategy and revenue priorities.
You'll build repeatable plays, enablement, and best practices that improve time-to-first-value, adoption, retention, and expansion readiness. Drive continuous improvement in team operations including capacity planning, account coverage, scorecard hygiene, and forecasting. Contribute to business planning by identifying growth opportunities and aligning team performance with retention and revenue goals.
Required: 8+ 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, or solutions architecture. 3+ years of people leadership experience managing technical professionals, customer success engineers, technical account managers, or similar roles. Proven ability to lead teams through ambiguity and complex customer situations. Strong understanding of data protection, backup, recovery, and enterprise infrastructure technologies. Experience building and scaling customer success practices. Strong technical acumen across virtualization, storage, operating systems, cloud platforms, and disaster recovery. Ability to engage executive stakeholders with clear business-value recommendations. Strong cross-functional collaboration, data-driven leadership, and excellent communication skills.
