Senior Customer Success Engineer

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

📋 Description

• Configure customer accounts, personalize backup policies and storage, facilitate onboarding processes, guide stakeholders, navigate admin portals, and introduce support channels.

• Identify opportunities for migration, evaluate usage and environment, conduct success planning and strategic sessions, and align business outcomes with product adoption.

• Carry out assessments, create protection plans, and recommend software products and architectures within the Veeam Data Platform.

• Execute recovery simulations, utilize the Veeam Data Resilience Maturity Model (DRMM) to monitor and report on resilience posture, and provide quarterly resilience reports.

• Monitor signals to identify churn risks early, establish mitigation plans, and collaborate on renewal strategies supported by actionable technical insights.

• Develop business cases, define total cost of ownership (TCO), articulate value propositions for growth, and arrange checkpoint reviews with stakeholders.

• Engage with CISO/CIO stakeholders by providing clear updates on risk, status, and opportunities, supporting context for executive discussions and roadmap alignment.

• Collaborate on marketing-driven campaigns to enhance adoption and expansion efforts.

• Operate under a long-term account assignment model linked to annual recurring revenue (ARR) and growth potential, typically managing 5–50 Enterprise and Commercial-Named accounts with over $100K ARR.

• Take ownership of the technical success plan and adoption roadmap; influence pricing, commercial terms, and renewal conditions in collaboration with Sales and Customer Success leadership.

⛳️ Requirements

• Minimum of 5 years in customer-facing engineering roles focused on data backup and recovery (e.g., Technical Consulting, Pre-Sales SE, Technical Account Manager); this is a mid-level position.

• Practical expertise across operating systems, virtualization, storage, scripting/automation, cloud platforms, and disaster recovery & resilience best practices.

• Significant experience in designing and implementing protection plans, migrations, and recovery simulations; familiarity with Veeam platform capabilities is advantageous.

• VMCE certification is required (can be completed post-hire within an agreed time frame).

• Preferred industry certifications include AWS Solutions Architect (Associate/Professional) and Microsoft Azure Administrator or Solutions Architect Expert.

• Demonstrated ability to convert business outcomes into technical adoption roadmaps and measurable value.

• Strong skills in engaging executive stakeholders (CISO/CIO) with the capability to synthesize technical, business, and risk signals into clear recommendations.

• Excellent communication, cross-functional collaboration, and stakeholder management abilities.

🏝️ Benefits

• Paid vacation beginning at 15 days per year, increasing to 20 or 25 days based on tenure, along with 4 additional global VeeaMe Days and 24 paid volunteer hours annually through Veeam Cares.

• Paid parental leave offering 3 weeks for all parents and 12 weeks for birthing parents.

• Comprehensive medical, dental, and vision coverage from day one.

• Mental health support, therapy sessions, and digital wellness tools available.

• RRSP retirement plan with matching contributions.

• Fertility support, along with 24 paid volunteer hours through Veeam Cares.

• AirVet: 24/7 virtual veterinary care at no cost.

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