Remote Senior Manager, Customer Success Engineering

veeamsoftware; United States; Remote; USD 190,000 - 240,000; Full time

Benefits offered by this job

Comprehensive Financial Security

30 vacation days/year

Wellbeing support

Volunteer time

Job summary

Veeam Software is seeking a Senior Manager of Customer Success Engineering to lead a team responsible for driving measurable outcomes for the Veeam Data Platform. You will balance strategic planning with hands-on leadership to improve resilience, expand adoption, and reduce renewal risk.

The role includes coaching, establishing onboarding and adoption plans, and coordinating with Sales, Renewals, Product, Support, and Professional Services to align activity with revenue goals.

Qualifications

• Eight+ 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.
• Three+ years of people-leadership experience managing technical professionals, customer success engineers, technical account managers, solutions engineers, or similar roles.
• Proven ability to lead managers or technical teams through ambiguity, shifting priorities, and complex customer situations.
• Strong understanding of Veeam solutions or comparable data protection, backup, recovery, cyber resilience, and enterprise infrastructure technologies.
• Experience building and scaling customer success practices, including onboarding, success planning, adoption motions, health scoring, executive business reviews, renewal readiness, and risk mitigation.
• Strong technical acumen across virtualization, storage, operating systems, cloud platforms, scripting or automation, and disaster recovery and resilience best practices.
• Ability to engage executive stakeholders, including CIO, CISO, vice president, and director-level audiences, with clear recommendations tied to business value, risk, and outcomes.
• 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.
• Excellent communication, coaching, stakeholder management, and conflict resolution skills.
• Ability to build scalable processes without losing sight of high-touch customer needs.
• VMCE certification preferred, or ability to complete within an agreed timeframe after hire.

Responsibilities

• Lead, coach, and develop a team of Customer Success Engineers to deliver high-quality customer outcomes.
• Set 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.

Skills

Customer-facing experience

Enterprise IT

SaaS

Data protection

Backup and recovery

Cloud platforms

Infrastructure

Technical consulting

Pre-sales engineering

Technical account management

Solutions architecture

Leadership

Tools

VMCE certification

Job description

Veeam Software is seeking a Senior Manager of Customer Success Engineering to lead a team responsible for driving measurable outcomes for the Veeam Data Platform. You will balance strategic planning with hands-on leadership to improve resilience, expand adoption, and reduce renewal risk.

The role includes coaching, establishing onboarding and adoption plans, and coordinating with Sales, Renewals, Product, Support, and Professional Services to align activity with revenue goals.