Senior Manager, Customer Success Engineering

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

📋 Description

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

• Define expectations, performance metrics, and operational rhythms for customer success initiatives.

• Foster scalable technical capabilities across Veeam Data Platform, disaster recovery, cloud environments, virtualization, storage solutions, operating systems, and automation.

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

• Ensure that customer business objectives translate into measurable success plans with specific time-bound milestones.

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

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

• Act as a senior advisor and escalation contact for strategic enterprise clients.

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

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

• Promote continuous improvement in capacity planning, account coverage, scorecard maintenance, forecasting inputs, and operational efficiency.

• Contribute to business planning, identifying growth opportunities, formulating account strategies, driving expansion efforts, enhancing retention, and achieving revenue targets.

• Direct break-fix issues, hands-on technical operations, commercial negotiations, and renewal quoting 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 areas.

• At least three years of leadership experience managing technical professionals or comparable roles.

• Demonstrated capability to guide managers or technical teams through uncertainty, changing priorities, and intricate customer scenarios.

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

• Proven experience in building and scaling customer success practices, including onboarding processes, success planning, adoption strategies, health scoring, executive business reviews, renewal readiness, and risk management.

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

• Ability to engage with executive stakeholders, including CIOs, CISOs, vice presidents, and directors, providing recommendations based on business value, risk, and outcomes.

• Excellent cross-functional collaboration skills with Sales, Renewals, Product, Support, Professional Services, and Technical Account Management teams.

• Data-driven leadership approach utilizing metrics, customer health signals, and operational insights.

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

• Capacity to develop scalable processes while meeting high-touch customer needs.

• VMCE certification is preferred, or the ability to achieve it within a mutually agreed timeframe post-hire.

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

🏝️ Benefits

• 22 paid vacation days.

• 4 additional global VeeaMe Days for personal self-care.

• 24 hours of paid volunteer time annually through Veeam Cares.

• Private medical insurance for employees and their dependents through Sanitas, offering unlimited in-network coverage and 90% coverage for out-of-network medical services.

• Life insurance with enhanced coverage and increased benefits in cases of accidental death.

• Disability insurance with enhanced coverage and increased benefits for accidental disability.

• Enrollment in the Spanish public health and social security system, covering maternity/paternity care, unemployment benefits, and pension contributions.

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