Senior Customer Success Manager

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

📋 Description

• Manage the technical customer relationship for a selection of key Enterprise and Commercial Named accounts.

• Develop, sustain, and enhance customized Customer Success Plans that align with customer goals, technical priorities, desired outcomes, and success metrics.

• Support customer activation, adoption, optimization, and measurable value realization throughout the Veeam portfolio.

• Perform health assessments, architecture evaluations, protection strategy assessments, and solution adoption planning.

• Evaluate recovery readiness, pinpoint resilience enhancements, and offer strategic recommendations.

• Lead recovery simulations, resilience assessments, and best-practice conversations.

• Track customer health indicators and adoption patterns, identify risks, create mitigation strategies, and enhance retention results.

• Collaborate with Account Executives and Customer Success leadership to uncover expansion opportunities.

• Create executive-ready business reviews, resilience reports, and success updates.

• Coordinate with Veeam teams to eliminate obstacles and expedite customer outcomes.

• Offer strategic advice on data protection, recovery, cyber resilience, cloud adoption, operational efficiency, and portfolio optimization.

• Maintain a high-touch engagement model for a limited set of high-value customers, typically those with accounts exceeding $200,000 in annual recurring revenue.

• Own the technical success plan and adoption roadmap that supports renewal and expansion strategies.

⛳️ Requirements

• Over 5 years of experience in customer-facing technical roles such as Customer Success Engineering, Technical Account Management, Solutions Engineering, Consulting, Professional Services, or similar positions with a focus on data protection and recovery technologies.

• Strong technical knowledge across backup and recovery, virtualization, operating systems, storage, cloud platforms, cybersecurity, and automation technologies.

• Experience in designing and validating protection strategies, recovery preparedness programs, modernization projects, and migration initiatives.

• Ability to convert customer business goals into technical roadmaps, adoption strategies, and measurable outcomes.

• Experience in presenting technical, operational, and risk-based recommendations to senior stakeholders.

• Ability to manage multiple strategic customer relationships while achieving measurable success outcomes.

• Consultative mindset with the ability to adjust engagement strategies and success plans to diverse customer priorities, technical landscapes, and business challenges.

• Experience in conducting technical assessments, health reviews, architecture discussions, and executive business reviews.

• VMCE certification is required or must be obtained within an agreed-upon timeframe after hiring.

• Bonus: Certifications in AWS, Azure, security, infrastructure, and enterprise platforms; experience with enterprise-scale, cyber resilience, ransomware recovery, disaster recovery, and information security frameworks.

🏝️ Benefits

• Unlimited paid time off.

• 12 paid holidays, including 4 global VeeaMe Days for self-care.

• 24 paid volunteer hours annually through Veeam Cares.

• Paid parental leave: 8 weeks for all parents, 16 weeks for birthing parents.

• Medical, dental, and vision coverage starting on your first day.

• Mental health support, therapy sessions, and digital wellness tools via the Employee Assistance Program.

• 401(k) retirement plan with company matching contributions.

• Fertility, adoption, and surrogacy support through Maven.

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

• Legal services, identity protection, and supplemental health insurance options.

• Tax-advantaged spending accounts for healthcare, dependent care, and commuting.

• Access to on-demand learning libraries, mentoring, workshops, and learning events.