Senior Manager, Customer Success Engineering

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

📋 Description

• Lead, mentor, and cultivate a team of Customer Success Engineers, potentially including junior managers.

• Establish expectations, performance benchmarks, and operational rhythms for onboarding, adoption, success planning, resilience assessments, executive reviews, and renewal risk management.

• Enhance scalable technical expertise across Veeam Data Platform, disaster recovery, resilience, cloud platforms, virtualization, storage, operating systems, and automation.

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

• Ensure customer business objectives transition into co-signed, measurable success plans with defined value milestones.

• Standardize maturity assessments, recoverability validation, recovery simulations, health evaluations, and gap remediation strategies.

• Monitor customer health, adoption metrics, sentiment, renewal preparedness, and growth indicators.

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

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

• Develop repeatable strategies, enablement, and best practices to enhance time-to-first-value, adoption, retention, expansion readiness, and referenceability.

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

• Identify growth opportunities, influence account strategies, support expansion initiatives, and align performance with retention and revenue objectives.

• Keep the team focused on advisory, adoption, resilience, and value realization outcomes while directing break-fix issues, technical operations, commercial negotiations, and renewal quoting to the appropriate teams.

⛳️ Requirements

• At least 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 fields.

• A minimum of three years of experience in people leadership, managing technical professionals, customer success engineers, technical account managers, solutions engineers, or similar roles.

• Demonstrated ability to guide managers or technical teams through ambiguity, changing priorities, and complex customer scenarios.

• Strong comprehension of Veeam solutions or comparable technologies related to data protection, backup, recovery, cyber resilience, and enterprise infrastructure.

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

• Solid technical skills across virtualization, storage, operating systems, cloud platforms, scripting or automation, and disaster recovery and resilience best practices.

• Capability to engage executive stakeholders, such as CIOs, CISOs, vice presidents, and directors, with recommendations linked to business value, risk, and outcomes.

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

• Data-driven leadership approach utilizing metrics, customer health indicators, and operational insights to enhance team performance.

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

• Ability to create scalable processes while maintaining a focus on high-touch customer needs.

• VMCE certification preferred, or willingness to obtain within an agreed timeframe post-hire.

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

• Applicants must reside in the UK for remote work; Veeam may reject applications from individuals permanently located outside the UK.

🏝️ Benefits

• 25 paid vacation days, plus 4 additional global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares.

• Private medical, dental, and vision insurance with options for dependent enrollment.

• Life insurance with enhanced coverage and global 24/7 protection.

• Income protection after 26 weeks, covering a portion of salary.

• Defined contribution pension plan with employer matching.

• Worldwide travel insurance for business and leisure, with the option to enroll dependents.

• Employee Assistance Program providing therapy, legal, and financial support, alongside online GP services and wellbeing initiatives.

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