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Veeam Software, the Data and AI Trust Company, is seeking a Senior Renewals Operations Manager for Customer Success to drive operational excellence across the global Customer Success organization. This is a strategic, high-impact individual contributor role reporting to the VP of Customer Success, with significant executive visibility.
You will own the end-to-end Customer Success Manager (CSM) experience, ensuring process excellence, data-driven execution, and operational consistency across regions. Acting as a trusted operational partner to leadership, you'll translate strategy into scalable execution and evolve the global Customer Success operating model.
Key responsibilities include:
- Driving the rhythm of the business (weekly, monthly, quarterly) to proactively identify churn risk and optimize performance
- Defining and tracking KPIs and leading indicators to measure customer health, retention, expansion, and predictability
- Owning and enhancing CSM workflows, tools, and processes to reduce operational friction and increase time spent on high-value customer engagement
- Driving cross-functional alignment with Renewals, Support, Professional Services, Sales, Finance, and Systems teams
- Leading change management initiatives to ensure adoption of new processes and tools
- Leveraging data, analytics, and AI-driven capabilities to identify churn risk, surface expansion opportunities, and improve predictability
- Partnering with systems and analytics teams to build scalable reporting, workflows, and predictive models
You'll work with Salesforce, QTC systems, BI & analytics tools, workflow automation platforms, and AI-driven analytics tools. This role positions you at the center of the customer experience ecosystem, aligning Customer Success with Renewals, Support, Professional Services, and Sales to ensure a seamless, scalable, and predictable customer journey.
