Senior Manager, Customer Success Engineering

Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI  the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running.

Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.

The Senior Manager, Customer Success Engineering leads a team of Customer Success Engineers responsible for driving measurable customer outcomes across

Veeam

Data Platform. This role balances strategic planning with hands-on execution leadership, ensuring customers realize value,improve resilience, expand adoption, andreducerenewal risk.

This leader is accountable for building scalable customer success engineering practices across onboarding, adoption, technical success planning, resilience maturity, executive engagement, and renewal readiness. The Senior Manager serves as a coach, operational leader, customer escalation point, and cross-functional partnerto

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

The ideal candidate is a proven technical people leader with strong customer engagement skills, deep understanding of enterprise IT and data resilience, and the ability to translate customer businessobjectivesinto measurable technical outcomes.

• Lead, coach, and develop a team of Customer Success Engineers, which may include junior managers, to deliver consistent, high-quality customer outcomes.
• Set clear expectations, performance standards, and operating rhythms for onboarding, adoption, success planning, resilience assessments, executive reviews, and renewal risk mitigation.
• Drive scalable technical capability across the team, includingexpertisein Veeam Data Platform, disaster recovery and resilience, cloud platforms, virtualization, storage, operating systems, and automation.
• Establish and improve standards for customer success plans,adoptionroadmaps, account scorecards, health checks, quarterly business reviews, resilience reporting, and executive communication.
• Ensure Customer Success Engineers translate customer businessobjectivesinto co-signed, measurable success plans with time-bound value milestones.
• Champion resilience as a customer outcome by standardizing the use of maturity assessments, recoverability validation, recovery simulations, health checks, and gap remediation planning.
• Monitor customer health, adoption, sentiment, renewal readiness, and expansion indicators across the team’sbook of business.
• Act as a senior advisor and escalation point for strategic enterprise customers, especially whenresilienceposture, executive alignment, adoption risk, or renewal risk requires leadership intervention.
• Partner with Sales, Renewals, Technical Account Management, Support, Product, and Professional Services to align customer success engineering activities with account strategy, product roadmap feedback, and revenue priorities.
• Build repeatable plays, enablement, and best practices that improve time-to-first-value,adoption breadth and depth, retention, expansion readiness, and referenceability.
• Drive continuous improvement in team operations, including capacity planning, account coverage, scorecard hygiene, forecasting inputs, and operating efficiency.
• Contribute to business planning byidentifyinggrowth opportunities, influencing account strategy, supporting expansion motions, and aligning team performance with retention and revenue goals.
• Ensure the teamremainsfocused on advisory, adoption, resilience, and value realization outcomes while routing break-fix issues, hands-on technical operations, commercial negotiations, and renewal quoting to the appropriate teams.

• Eight or more years of customer-facing technical experience in enterprise IT, SaaS, data protection, backup and recovery, cloud,…