At a Glance
- Tasks: Lead a team to drive customer success and measurable outcomes with Veeam's Data Platform.
- Company: Join Veeam, a global leader in data resilience and security, with a collaborative culture.
- Benefits: Enjoy 25 vacation days, private health insurance, and opportunities for professional growth.
- Other info: Remote work available for UK residents; excellent career growth opportunities.
- Why this job: Make a real impact by helping major brands secure their data and AI.
- Qualifications: 8+ years in enterprise IT and 3+ years in people leadership required.
The predicted salary is between 63000 - 77000 £ per year.
- Senior Manager, Customer Success Engineering
- London, United Kingdom
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 across Veeam Data Platform.
This role balances strategic planning with hands‑on execution leadership, ensuring customers realize value, improveresilience, expand adoption, and reduceenewal 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 partnerto 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 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, and referenceability.
- 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, Saa S, 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
25 paid vacation days, plus 4 extra global Veea Me Days for self‑care and 24 paid volunteer hours annually through Veeam Cares
- Private medical, dental, and vision insurance with dependent enrolment
- Life insurance with enhanced coverage and global 24/7 protection
- Income protection after 26 weeks, covering a portion of salary
- Defined contribution pension plan with employer match
- Worldwide travel insurance for business and leisure, with option to enroll dependents
Employee Assistance Program with therapy, legal, and financial support, plus online GP services and wellbeing programs
Opportunities to learn and grow through on‑demand libraries (Linked In Learning, O’Reilly), mentoring, workshops and learning events like our annual Global Day of Learning
Please note
Please note: If the applicant is permanently present outside the UK, Veeam reserves the right to decline consideration of the application for the job.
A remote job is only possible in case the employee is located in the UK .
#LI-JK1 #LI-REMOTE
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.
Personal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice , which explains how your information is collected, used, and handled in connection with hiring activities.
By applying for this position, you consent to this processing.
By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge.
Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.
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Senior Manager, Customer Success Engineering in Manchester employer: Veeam Software
Veeam is an exceptional employer that champions a collaborative and innovative work culture, empowering employees to make a significant impact in the data resilience industry. With a strong focus on professional growth, Veeam offers extensive training opportunities and encourages team members to stay ahead of industry trends, all while working remotely from the vibrant city of Seattle. Join us to be part of a forward-thinking company that values your contributions and supports your career development.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager, Customer Success Engineering in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Veeam Software. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Veeam Software before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Manager, Customer Success Engineering in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Veeam Software:Your cover letter is your chance to shine! Tell us why you want to work at Veeam Software specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Veeam Software!
How to prepare for a job interview at Veeam Software
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
