- 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
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Senior Manager of Customer Success Engineering employer: Veeam
Veeam is an exceptional employer that fosters a collaborative and innovative work culture, making it an ideal place for a Senior Legal Counsel to thrive. With a strong focus on employee growth and development, Veeam offers opportunities to engage with diverse teams across the globe while working in a fast-paced environment that values creativity and sound judgement. Located in Seattle, employees benefit from being part of a market leader in data resilience and security, contributing to meaningful projects that impact some of the world's biggest brands.
