Senior Customer Success Manager

Veeam is the Data and AI Trust Company specializing in data resilience and data security posture management. The Senior Customer Success Manager serves as a trusted technical advisor for strategic customers, developing success plans, driving adoption and optimization, assessing recovery readiness, and supporting retention and expansion.

Responsibilities:

• Own the technical customer relationship for a portfolio of strategic Enterprise and Commercial Named accounts, serving as a trusted advisor throughout the customer lifecycle
• Build, maintain, and advance tailored Customer Success Plans aligned to each customer's business objectives, technical priorities, desired outcomes, and success criteria
• Guide customer activation, drive adoption and optimization, and help customers realize measurable value from their investment across the Veeam portfolio
• Conduct health assessments, architecture reviews, protection strategy evaluations, and solution adoption planning across the Veeam portfolio
• Assess recovery readiness, identify opportunities to improve resilience, and provide strategic recommendations aligned to customer objectives
• Facilitate recovery simulations, resilience reviews, and best-practice discussions to strengthen customer confidence and preparedness
• Monitor customer health signals and adoption trends to proactively identify risk, develop mitigation plans, and improve retention outcomes
• Partner with Account Executives and Customer Success leadership to identify expansion opportunities through customer outcomes, product adoption, and demonstrated business value
• Develop executive-ready business reviews, resilience reports, and success updates for technical and executive stakeholders, including Director, Vice President, Chief Information Security Officer, and Chief Information Officer audiences
• Coordinate and advocate across Veeam teams to remove blockers, accelerate outcomes, and ensure a consistent customer experience
• Deliver strategic guidance around data protection, recovery, cyber resilience, cloud adoption, operational efficiency, and portfolio optimization
• Maintain a high-touch engagement model supporting a limited portfolio of high-value customers, typically accounts with more than $200,000 in annual recurring revenue
• Own the technical success plan and adoption roadmap; provide technical insight, customer outcome validation, and risk assessments that support renewal and expansion strategy in partnership with Sales and Customer Success leadership

Requirements:

• 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 focused on data protection and recovery technologies
• Strong technical expertise across backup and recovery, virtualization, operating systems, storage, cloud platforms, cybersecurity, and automation technologies
• Experience designing and validating protection strategies, recovery preparedness programs, modernization initiatives, and migration projects
• Proven ability to translate customer business objectives into technical roadmaps, adoption strategies, and measurable outcomes
• Strong executive communication skills with experience presenting technical, operational, and risk-based recommendations to senior stakeholders
• Demonstrated ability to manage multiple strategic customer relationships while driving measurable success outcomes
• Proven consultative mindset with the ability to adapt engagement strategies and success plans to varying customer priorities, technical environments, and business challenges
• Excellent collaboration, communication, stakeholder management, and consultative problem-solving skills
• Experience conducting technical assessments, health reviews, architecture discussions, and executive business reviews
• VMCE certification required or obtained within an agreed-upon timeframe following hire
• Advanced knowledge of the Veeam portfolio and data resilience technologies, including backup, recovery, cyber resilience, cloud data protection, and related solutions
• AWS Solutions Architect (Associate or Professional), Microsoft Azure Administrator Associate, Microsoft Azure Solutions Architect Expert, or equivalent cloud platform certifications
• Security-focused certifications such as CISSP, CCSP, CompTIA Security+, or equivalent
• Infrastructure and enterprise platform certifications such as VCP, RHCE, Microsoft Windows Server certifications, CCNA, or equivalent
• Experience working with enterprise-scale environments, cyber resilience initiatives, ransomware recovery planning, disaster recovery programs, or information security frameworks
• Experience advising executive and technical stakeholders on resilience, security, cloud modernization, or infrastructure transformation initiatives