Senior Manager, Customer Success Engineering

United States Digital Space LLC; United States; On-site; USD 150,000 - 190,000; Full time

Benefits offered by this job

Retirement savings

Life insurance

Paid time off (30 days)

Employee assistance program

Volunteer time off

Job summary

Veeam is seeking a Senior Manager, Customer Success Engineering to lead a team of Customer Success Engineers and drive measurable outcomes for our Data Platform across onboarding, adoption, and renewal readiness. You will coach leaders, set standards, and partner with Sales, Product, and Support to execute a strategic, data-driven plan.

The ideal candidate brings 8+ years in enterprise IT with strong customer-facing leadership, deep data resilience knowledge, and the ability to translate

Qualifications

• Eight or more years of customer-facing technical experience in enterprise IT, SaaS, data protection, backup/recovery, cloud, infrastructure, or related fields.
• Three or more years of people leadership experience managing technical professionals, customer success engineers, or similar roles.
• Proven ability to lead managers or teams through ambiguity and high-stakes customer situations.
• Strong understanding of data protection, backup, recovery, cyber resilience, and enterprise infrastructure technologies.
• Experience building and scaling customer success practices (onboarding, adoption, renewal readiness, etc.).
• Strong technical acumen across virtualization, storage, OS, cloud platforms, scripting/automation, and DR/resilience best practices.
• Ability to engage executive stakeholders with clear, business-value driven recommendations.
• Cross-functional collaboration with Sales, Renewals, Product, Support, and Professional Services.
• Data-driven leadership using metrics and health signals to improve team execution.
• Excellent communication, coaching, stakeholder management, and conflict resolution skills.
• Ability to build scalable processes while maintaining high-touch customer focus.
• VMCE certification preferred or ability to obtain within timeframe.
• Preferred cloud certifications include AWS/Azure variants.

Responsibilities

• Lead, coach, and develop a team of Customer Success Engineers to deliver high-quality outcomes.
• Set expectations, performance standards, and operating rhythms for onboarding, adoption, success planning, resilience assessments, and renewal risk mitigation.
• Drive scalable technical capability across the team in Veeam Data Platform, DR, resilience, cloud, virtualization, storage, OS, and automation.
• Establish standards for customer success plans, adoption roadmaps, health checks, executive reviews, and renewal readiness reporting.
• Ensure teams translate customer objectives into measurable, time-bound value milestones.
• Champion resilience outcomes with maturity assessments, recovery simulations, health checks, and gap remediation planning.
• Monitor customer health, adoption, sentiment, renewal readiness, and expansion indicators across the book of business.
• Act as a senior advisor and escalation point for strategic enterprise customers on resilience posture and renewal risk.
• Partner with Sales, Renewals, TAMS, Support, Product, and Professional Services to align activities with account strategy and revenue priorities.
• Build repeatable plays, enablement, and best practices to improve time-to-value, adoption breadth, retention, and expansion readiness.
• Drive continuous improvement in team operations including capacity planning, coverage, forecasting inputs, and efficiency.
• Identify growth opportunities and align team performance with retention and revenue goals.

Skills

Customer-facing tech leadership

People management

Cross-functional collaboration

Data-driven leadership

Executive engagement

Communication & coaching

Conflict resolution

Process improvement

VMCE / certification awareness

Cloud platforms & automation

Tools

AWS Solutions Architect

Microsoft Azure Administrator

Microsoft Azure Solutions Architect Expert

Automation scripting

Job description

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.

About the role

The Senior Manager, Customer Success Engineering leads a team of Customer Success Engineers responsible for driving measurable customer outcomes acrossVeeamData Platform. This role balances strategic planning with hands‑on execution leadership, ensuring customers realize value,improveresilience, expand adoption, andreducerenewal 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 partnertoSales, 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 businessobjectivesinto measurable technical outcomes.

Whatyou’lldo

• 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, includingexpertisein Veeam Data Platform, disaster recovery and resilience, cloud platforms, virtualization, storage, operating systems, and automation.

• Establish and improve standards for customer success plans,adoptionroadmaps, account scorecards, health checks, quarterly business reviews, resilience reporting, and executive communication.

• Ensure Customer Success Engineers translate customer businessobjectivesinto 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’sbook of business.

• Act as a senior advisor and escalation point for strategic enterprise customers, especially whenresilienceposture, 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,adoptionbreadth and depth, retention, expansion readiness, andreferenceability.

• Drive continuous improvement in team operations, including capacity planning, account coverage, scorecard hygiene, forecasting inputs, and operating efficiency.

• Contribute to business planning byidentifyinggrowth opportunities, influencing account strategy, supporting expansion motions, and aligning team performance with retention and revenue goals.

• Ensure the teamremainsfocused on advisory, adoption, resilience, and value realization outcomes while routing break‑fix issues, hands‑on technical operations, commercial negotiations, and renewal quoting to theappropriate teams.

Whatyou’llbring

• 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.

• Three or more years ofpeopleleadership 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 agreedtimeframeafterhire.

• Preferred industry certifications include AWS Solutions Architect, Microsoft Azure Administrator, Microsoft Azure Solutions Architect Expert, or similar cloud and infrastructure certifications.

What You’ll Get

• Comprehensive Financial Security – Company‑sponsored retirement savings, life insurance, and accident coverage to help protect you and your family.
• Generous Time Off – Enjoy 30 vacation days per year, plus company‑wide VeeaMe Days dedicated to rest, wellbeing, and self‑care.
• Wellbeing & Mental Health Support – Access confidential counseling and professional support services through our Employee Assistance Program for employees and their families.
• Make an Impact Beyond Work – Receive paid volunteer time each year through the Veeam Cares program to support causes that matter to you.

Please note: If an applicant is permanently located outside of Germany, Veeam reserves the right to decline the application for this position

Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.