About this role.
This Senior Manager role at Veeam leads a team of Customer Success Engineers, focusing on driving measurable customer outcomes and resilience across the Veeam Data Platform. The position balances strategic planning with hands-on execution, including coaching, operational leadership, and cross-functional partnership with Sales, Product, and Support. The ideal candidate is a proven technical people leader with deep enterprise IT and data resilience expertise. Key responsibilities include standardizing success plans, championing resilience assessments, and mitigating renewal risks. This is a high-impact leadership role in a global data resilience market leader.
Role DNA
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Senior Manager, Customer Success Engineering position at Veeam. With over 10 years of experience leading technical customer success teams and a deep background in data resilience and enterprise IT, I am confident in my ability to drive measurable outcomes for your customers. My leadership style focuses on coaching teams to deliver value through structured success plans, adoption roadmaps, and executive engagement.
In my previous role, I built scalable success engineering practices that improved retention by 20% and expanded revenue through proactive resilience assessments. I have partnered closely with Sales, Product, and Support to align technical initiatives with business goals, ensuring customers see tangible ROI. I am particularly drawn to Veeam's mission of securing and accelerating safe AI at scale, and I would be thrilled to contribute my expertise to such a forward-thinking team.
Thank you for your consideration. I look forward to discussing how I can help Veeam continue to grow and protect its customers.
Sincerely,
[Your Name]
Sample interview questions
I would start by defining clear success stages (onboarding, adoption, renewal) and co-creating templates with the team. Then, I'd introduce a standardized process for capturing customer business objectives and translating them into measurable, time-bound milestones. I would use a central tool to track plan execution and health, and hold regular reviews to refine the templates based on feedback. Finally, I'd train the team on how to get executive sponsorship and ensure plans are reviewed in quarterly business reviews.
In a previous role, a key customer was unhappy with the support response time and was considering not renewing. I immediately arranged an executive meeting to listen to their concerns, then formed a cross-functional tiger team with support, product, and engineering. We created a detailed remediation plan with weekly status updates, assigned a dedicated technical account manager, and provided extra training to their IT staff. Within two months, their satisfaction score increased significantly, and they not only renewed but expanded their contract.
I see renewals as a natural outcome of delivering value. I coach my team to focus on customer outcomes first, using success plans and health checks to proactively identify and address risks. By tracking adoption metrics and resilience posture, we can demonstrate value in business terms. When we approach renewals, we have data to show ROI and align expansion opportunities with customer goals, making the conversation about value rather than cost.
I have extensive experience with backup, disaster recovery, and cloud data management technologies, including hands-on use of Veeam in past roles. I stay current by participating in product beta programs, attending user conferences, and maintaining certifications like VMCE. As a leader, I'd encourage my team to pursue similar certifications and engage with product management to share customer feedback on new features.
I would track leading indicators such as time-to-first-value, adoption breadth (number of features or workloads protected), resilience assessment scores, and customer sentiment through NPS or CSAT. Additionally, I'd measure referenceability and the number of customer testimonials or case studies generated. These metrics give a holistic view of how well we're delivering value and help identify areas for improvement before they impact renewals.
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 at scale. As 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.
About the role
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, and reduce renewal 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 partner to 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 business objectives into measurable technical outcomes.
What you’ll do
- 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, including expertise in Veeam Data Platform, disaster recovery and resilience, cloud platforms, virtualization, storage, operating systems, and automation.
- Establish and improve standards for customer success plans, adoption roadmaps, account scorecards, health checks, quarterly business reviews, resilience reporting, and executive communication.
- Ensure Customer Success Engineers translate customer business objectives into 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’s book of business.
- Act as a senior advisor and escalation point for strategic enterprise customers, especially when resilience posture, 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 by identifying growth opportunities, influencing account strategy, supporting expansion motions, and aligning team performance with retention and revenue goals.
- Ensure the team remains focused 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.
What you’ll bring
- Eight or more 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.
- Three or more years of people leadership experience managing technical professionals, customer success engineers, technical account managers, solutions engineers, or similar roles.
- Proven ability to lead managers or technical teams through ambiguity, shifting priorities, and complex customer situations.
- Strong understanding of Veeam solutions or comparable data protection, backup, recovery, cyber resilience, and enterprise infrastructure technologies.
- Experience building and scaling customer success practices, including onboarding, success planning, adoption motions, health scoring, executive business reviews, renewal readiness, and risk mitigation.
- Strong technical acumen across virtualization, storage, operating systems, cloud platforms, scripting or automation, and disaster recovery and resilience best practices.
- Ability to engage executive stakeholders, including CIO, CISO, vice president, and director-level audiences, with clear recommendations tied to business value, risk, and outcomes.
- Strong cross-functional collaboration skills with Sales, Renewals, Product, Support, Professional Services, and Technical Account Management.
- Data-driven leadership style with the ability to use metrics, customer health signals, and operational insights to improve team execution.
- Excellent communication, coaching, stakeholder management, and conflict resolution skills.
- Ability to build scalable processes without losing sight of high-touch customer needs.
- VMCE certification preferred, or ability to complete within an agreed timeframe after hire.
- Preferred industry certifications include AWS Solutions Architect, Microsoft Azure Administrator, Microsoft Azure Solutions Architect Expert, or similar cloud and infrastructure certifications.
What You’ll Get
25 paid vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
Private medical, dental, and vision insurance with dependent enrolment
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 match
Worldwide travel insurance for business and leisure, with option to enroll dependents
Employee Assistance Program with therapy, legal, and financial support, plus online GP services and wellbeing programs
Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops and learning events like our annual Global Day of Learning
Please note: Please note: If the applicant is permanently present outside the UK, Veeam reserves the right to decline consideration of the application for the job. A remote job is only possible in case the employee is located in the UK.
#LI-JK1 #LI-REMOTE
Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.
Personal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice, which explains how your information is collected, used, and handled in connection with hiring activities. By applying for this position, you consent to this processing.
By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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