Senior Manager of Customer Success Engineering

Veeam; Greater London; On-site; GBP 120,000 - 150,000; Full time

Benefits offered by this job

Paid parental leave

Unlimited PTO

Medical, dental, vision coverage

401(k) retirement plan with matching

Mental health support

Professional training and education

Tax-advantaged spending accounts

Job summary

Veeam in London is seeking a Senior Manager, Customer Success Engineering to lead a team delivering measurable outcomes across the Veeam Data Platform. You balance strategic planning with hands-on execution, coaching team members and aligning with Sales, Renewals, Product, and Support.

You will establish onboarding, adoption, and success planning frameworks, drive resilience and renewal risk mitigation, and engage executives to ensure customer value and retention.

Qualifications

• Eight or more years of customer-facing technical experience in enterprise IT, SaaS, data protection, or related fields.
• Three or more years of people leadership experience managing technical professionals or teams.
• Experience building and scaling customer success practices, onboarding, adoption, and renewal readiness.

Responsibilities

• Lead and coach a team of Customer Success Engineers to deliver measurable customer outcomes.
• Set performance standards, onboarding and adoption processes, and renewal risk mitigation.
• Partner with Sales, Renewals, Product, Support, and Professional Services to align activities with revenue goals.
• Drive scalable technical capability across Veeam Data Platform, DR, cloud, virtualization, and automation.
• Act as escalation point and trusted advisor for strategic enterprise customers.

Skills

Technical leadership

Customer engagement

Data platform knowledge

Resilience & DR knowledge

Cross-functional collaboration

People management

Executive communication

Job description

• The Senior Manager, Customer Success Engineering leads a team of Customer Success Engineers responsible for driving measurable customer outcomes across 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
• This leader is accountable for building scalable customer success engineering practices across onboarding, adoption, technical success planning, resilience maturity, executive engagement, and renewal readiness
• The Senior Manager serves as a coach, operational leader, customer escalation point, and cross-functional partner to Sales, Renewals, Product, Support, Professional Services, and Technical Account Management
• 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
• 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, adoption roadmaps, account scorecards, health checks, quarterly business reviews, resilience reporting, and executive communication
• Ensure Customer Success Engineers translate customer business objectives into co-signed, measurable success plans with time-bound value milestones
• Champion resilience as a customer outcome by standardizing the use of maturity assessments, recoverability validation, recovery simulations, health checks, and gap remediation planning
• Monitor customer health, adoption, sentiment, renewal readiness, and expansion indicators across the team’s book of business
• Act as a senior advisor and escalation point for strategic enterprise customers, especially when resilience posture, executive alignment, adoption risk, or renewal risk requires leadership intervention
• Partner with Sales, Renewals, Technical Account Management, Support, Product, and Professional Services to align customer success engineering activities with account strategy, product roadmap feedback, and revenue priorities
• Build repeatable plays, enablement, and best practices that improve time-to-first-value, adoption breadth and depth, retention, expansion readiness, and referenceability
• Drive continuous improvement in team operations, including capacity planning, account coverage, scorecard hygiene, forecasting inputs, and operating efficiency
• Contribute to business planning by identifying growth opportunities, influencing account strategy, supporting expansion motions, and aligning team performance with retention and revenue goals
• Ensure the team remains focused on advisory, adoption, resilience, and value realization outcomes while routing break-fix issues, hands-on technical operations, commercial negotiations, and renewal quoting to the appropriate teams

Benefits

• Paid parental leave: 8 weeks for all parents, 16 weeks for birthing parents
• Unlimited paid time off, plus 3 global VeeaMe Days for self-care
• Medical, dental, and vision coverage from day one
• Fertility, adoption, and surrogacy support through Maven, plus paid volunteer time
• 401(k) retirement plan with matching contributions up to annual limits
• Mental health support, therapy sessions, and digital wellness tools via SupportLinc EAP
• AirVet: 24/7 virtual veterinary care at no cost
• Legal services, identity protection, and supplemental health insurance options
• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab program
• Tax-advantaged spending accounts for healthcare, dependent care, and commuting

• Strong technical acumen across virtualization, storage, operating systems, cloud platforms, scripting or automation, and disaster recovery and resilience best practices
• Three or more years of people leadership experience managing technical professionals, customer success engineers, technical account managers, solutions engineers, or similar roles
• Experience building and scaling customer success practices, including onboarding, success planning, adoption motions, health scoring, executive business reviews, renewal readiness, and risk mitigation
• VMCE certification preferred, or ability to complete within an agreed timeframe after hire
• Strong understanding of Veeam solutions or comparable data protection, backup, recovery, cyber resilience, and enterprise infrastructure technologies
• Excellent communication, coaching, stakeholder management, and conflict resolution skills
• Eight or more 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, solutions architecture, or related fields
• Proven ability to lead managers or technical teams through ambiguity, shifting priorities, and complex customer situations
• Strong cross-functional collaboration skills with Sales, Renewals, Product, Support, Professional Services, and Technical Account Management
• Data-driven leadership style with the ability to use metrics, customer health signals, and operational insights to improve team execution
• Preferred industry certifications include AWS Solutions Architect, Microsoft Azure Administrator, Microsoft Azure Solutions Architect Expert, or similar cloud and infrastructure certifications
• Ability to engage executive stakeholders, including CIO, CISO, vice president, and director-level audiences, with clear recommendations tied to business value, risk, and outcomes
• Ability to build scalable processes without losing sight of high-touch customer needs