Customer Success Specialist

This is a fully remote position, open to applicants in Germany.

📋 Description

• Oversee data risk and vulnerabilities through telemetry and regular interactions; perform platform health assessments and track trends by implementing the Veeam Data Resilience Maturity Model (DRMM) to monitor advancements.

• Organize and lead success sessions and Quarterly Business Reviews (QBRs); evaluate business outcomes and align them with product adoption; emphasize the ROI achieved and potential benefits from additional modules or seats.

• Mitigate churn risk by creating proactive protection strategies; advocate on behalf of customers; suggest alternative products or configurations for accounts at risk; initiate CSAT surveys; manage customer case studies.

• Recognize and express expansion opportunities; analyze consumption patterns; arrange expansion checkpoints with or without coordination from the Account Executive (AE); convert signals into qualified opportunities.

• Link adoption recommendations across VDC and related offerings (Veeam Backup & Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, Kasten by Veeam) to enhance resilience, visibility, and orchestrated recovery results.

• Gather insights from exit interviews with churned customers (cloud reliability, latency, user experience); consolidate learnings to refine scaled journeys and program playbooks.

• Collaborate with Sales, Marketing, and CSEs to implement scaled campaigns and journeys aimed at increasing utilization, adoption, and customer health; ensure updates are captured in Gainsight and reporting.

• Function within a pooled coverage model concentrating on Velocity and Commercial–Inside segments for customers lacking a Named CSE.

⛳️ Requirements

• 2–5 years of experience in Customer Success operations or Program Management, preferably within data protection or cyber-resilience solutions.

• Proficiency in German, French, or Spanish.

• Bachelor’s degree in Computer Science, Electrical Engineering, or a related technical discipline; an MBA is preferred, along with prior experience at a technical firm.

• Expertise in digital Customer Success platforms (e.g., Gainsight), marketing automation tools (e.g., Marketo), and execution of scaled journeys; familiarity with CRM systems (e.g., Salesforce) and BI/reporting is advantageous.

• Basic understanding of Veeam products: Veeam Data Cloud and at least one of Veeam Backup & Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, or Kasten by Veeam.

• Strong analytical capabilities to interpret telemetry, health scores, and consumption data; adept at translating insights into actionable success plans.

• Experience in leading QBRs, developing ROI narratives, and producing customer-facing materials (e.g., case studies, best practices).

• Excellent communication and stakeholder management abilities; comfortable working collaboratively across Sales, Marketing, and Customer Success departments.

🏝️ Benefits

• 30 paid vacation days, along with 4 additional global VeeaMe Days for personal wellness and 24 paid volunteer hours each year through Veeam Cares.

• Statutory public health insurance with contributions from both employer and employee.

• Statutory pension scheme with contributions from both employer and employee.

• Statutory accident insurance fully covered by Veeam.

• Supplemental pension plan featuring employer matching and salary sacrifice options.

• Supplemental accident insurance providing 24/7 global coverage.

• Opportunities for professional development through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and educational events like our annual Global Day of Learning.