Senior Renewals Operations Manager, Customer Success

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

📋 Description

• Serve as a reliable operational collaborator for Customer Success leadership, transforming strategy into scalable implementation.

• Oversee and refine the global Customer Success operating framework, ensuring uniformity and scalability across different regions.

• Manage the business cadence (weekly, monthly, quarterly) to proactively pinpoint churn risks and enhance performance.

• Establish and monitor KPIs and leading indicators to assess customer health, retention, expansion, and predictability.

• Take charge of enhancing the comprehensive Customer Success Manager (CSM) experience, optimizing workflows, tools, and processes.

• Minimize operational barriers and maximize time allocated to high-value customer interactions.

• Foster cross-departmental alignment with Renewals, Support, Professional Services, Sales, Finance, and Systems teams.

• Spearhead change management efforts to guarantee the adoption of new processes, tools, and operational frameworks.

• Utilize data, analytics, and AI-driven capabilities to detect churn risks, reveal expansion opportunities, and boost predictability.

• Collaborate with systems and analytics teams to create scalable reporting, workflows, and predictive models.

⛳️ Requirements

• Minimum of 6 years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or related fields.

• Bilingual in English.

• Strong ability to influence across functions and achieve results without direct authority.

• Experience engaging with senior leadership and delivering executive-level insights.

• In-depth knowledge of post-sales, renewals workflows, data, and systems.

• Strong analytical capabilities with the skill to convert insights into actionable strategies.

• Proven track record of executing complex initiatives from conception to completion.

• Advanced expertise in CRM and sales operation tools (e.g., Salesforce).

• Ability to function effectively in fast-paced and evolving settings.

🏝️ Benefits

• Two weeks of paid vacation, 12 statutory holidays, plus 4 additional global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares.

• Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents.

• Comprehensive medical, dental, and vision coverage fully funded for employees and their dependents through INS Premium.

• Mental health support, therapy sessions, and virtual care available via our Employee Assistance Program.

• Retirement and social security contributions made through Costa Rica’s statutory programs.

• Life insurance equivalent to 24 times the monthly salary, alongside disability and funeral coverage.

• Daily cafeteria subsidy.

• Support for fertility, adoption, and surrogacy, in addition to 24 paid volunteer hours through Veeam Cares.

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