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Veeam Software is seeking a Senior Manager, Customer Success Engineering to lead a team of Customer Success Engineers responsible for 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 be accountable for building scalable customer success engineering practices across onboarding, adoption, technical success planning, resilience maturity, executive engagement, and renewal readiness. You will serve as a coach, operational leader, customer escalation point, and cross-functional partner to Sales, Renewals, Product, Support, Professional Services, and Technical Account Management.
Key responsibilities include:
- Lead, coach, and develop a team of Customer Success Engineers, which may include junior managers, to deliver consistent, high-quality customer outcomes
- Set clear expectations, performance standards, and operating rhythms for onboarding, adoption, success planning, resilience assessments, executive reviews, and renewal risk mitigation
- Drive scalable technical capability across the team, including expertise in Veeam Data Platform, disaster recovery and resilience, cloud platforms, virtualization, storage, operating systems, and automation
- Establish and improve standards for customer success plans, technical assessments, and executive engagement
- Manage customer escalations and serve as a strategic advisor on complex technical and business challenges
- Collaborate cross-functionally to align customer success initiatives with product roadmap and sales strategy
The ideal candidate is a proven technical people leader with strong customer engagement skills, deep understanding of enterprise IT and data resilience, and the ability to translate customer business objectives into measurable technical outcomes. You should have experience managing teams, building scalable processes, and driving customer retention and expansion in a B2B SaaS environment.
