Senior Manager, Customer Success Engineering

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

📋 Description

• Oversee, mentor, and cultivate a team of Customer Success Engineers, which may include junior managers.

• Define expectations, performance benchmarks, and operational processes for onboarding, adoption, success planning, resilience evaluations, executive reviews, and renewal risk management.

• Propel scalable technical proficiency across Veeam Data Platform, disaster recovery and resilience solutions, cloud technologies, virtualization, storage, operating systems, and automation techniques.

• Create standards for customer success plans, adoption strategies, account scorecards, health assessments, quarterly business reviews, resilience reporting, and communications with executives.

• Ensure that customer business goals are converted into quantifiable, time-sensitive success plans.

• Standardize assessments of resilience maturity, validate recoverability, conduct recovery simulations, health checks, and plan for gap remediation.

• Track customer health, adoption rates, sentiment, readiness for renewal, and indicators for expansion.

• Serve as a senior advisor and escalation contact for key enterprise clients.

• Collaborate with Sales, Renewals, Technical Account Management, Support, Product, and Professional Services teams.

• Develop repeatable strategies, enablement, and best practices to enhance value realization, adoption, retention readiness, and referenceability.

• Foster continuous enhancements in capacity planning, account coverage, scorecard management, forecasting inputs, and operational efficiency.

• Contribute to business planning, identify growth opportunities, strategize accounts, drive expansion initiatives, enhance retention, and meet revenue targets.

• Direct break-fix issues, hands-on technical operations, commercial negotiations, and renewal quotations to the appropriate teams.

⛳️ Requirements

• A minimum of eight 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 domains.

• At least three years of experience in leadership roles managing technical professionals or similar positions.

• Demonstrated capability to guide managers or technical teams through uncertainty, shifting priorities, and complex customer challenges.

• Strong comprehension of Veeam solutions or equivalent technologies in data protection, backup, recovery, cyber resilience, and enterprise infrastructure.

• Experience in developing and scaling customer success initiatives, including onboarding, success planning, adoption strategies, health scoring, executive business reviews, renewal readiness, and risk mitigation.

• Robust technical expertise in virtualization, storage, operating systems, cloud platforms, scripting or automation, and best practices in disaster recovery and resilience.

• Ability to engage with stakeholders at the CIO, CISO, vice president, and director levels, providing recommendations related to business value, risk, and outcomes.

• Strong collaborative skills across functions such as Sales, Renewals, Product, Support, Professional Services, and Technical Account Management.

• Leadership driven by data, utilizing metrics, customer health signals, and operational insights.

• Exceptional communication, coaching, stakeholder management, and conflict resolution abilities.

• Capability to construct scalable processes while addressing high-touch customer needs.

• VMCE certification is preferred, or the ability to obtain it within an agreed timeframe post-hire.

• Preferred certifications include AWS Solutions Architect, Microsoft Azure Administrator, Microsoft Azure Solutions Architect Expert, or similar cloud and infrastructure credentials.

🏝️ Benefits

• Company-sponsored retirement savings plan.

• Life insurance coverage.

• Accident insurance.

• 30 vacation days annually.

• Company-wide VeeaMe Days dedicated to rest, wellbeing, and self-care.

• Confidential counseling and professional support services offered through the Employee Assistance Program for employees and their families.

• Paid volunteer time each year as part of the Veeam Cares program.