About this role.
Veeam is seeking a Senior Renewals Operations Manager to join their Customer Success organization, acting as a strategic operational partner to the VP of Customer Success. This role owns the end-to-end CSM experience, driving process excellence, data-driven execution, and operational consistency across global regions. The position involves aligning Customer Success with Renewals, Support, Professional Services, and Sales to ensure a seamless customer journey, leveraging data, analytics, and AI to improve retention and expansion. As a high-impact individual contributor with executive visibility, this role will define KPIs, lead change management, and reduce operational friction to increase time spent on high-value customer engagement. The ideal candidate brings over 6 years of experience in Sales or Renewals Operations, strong cross-functional influence, and advanced CRM skills.
Role DNA
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Job Complexity
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4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Senior Renewals Operations Manager position at Veeam. With over 6 years of experience in sales and customer success operations, I have a proven track record of driving operational excellence, scaling processes, and enabling cross-functional alignment. My expertise in Salesforce, data analytics, and change management aligns perfectly with the requirements of this role.
I have successfully led initiatives that improved CSM productivity, reduced churn risk, and increased retention through data-driven insights. I thrive in fast-paced environments and am skilled at translating strategy into execution while partnering with senior leadership.
I am particularly drawn to Veeam's mission to ensure data and AI resilience, and I am eager to contribute to your global Customer Success organization. Thank you for considering my application.
Sincerely, [Your Name]
Sample interview questions
In my previous role, I led the implementation of a new customer health scoring model across our CSM team. I collaborated with Renewals, Support, and Analytics to define key metrics, then worked with the systems team to build dashboards in Salesforce. I communicated the changes through training sessions and office hours to ensure adoption, resulting in a 15% reduction in churn risk identification time.
I would start by mapping the current workflows, identifying bottlenecks and automating routine tasks. I would partner with CSMs to understand their pain points and use data to prioritize high-impact changes. For example, I might streamline CRM data entry by integrating tools or automating reporting, freeing up time for customer activities.
I would track metrics like Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Customer Health Score, Time-to-Value, and Renewal Win Rate. Additionally, I'd monitor leading indicators such as product usage, support tickets, and customer sentiment to predict churn and identify expansion opportunities.
I have used predictive models to score customer churn risk based on usage patterns and engagement data. In collaboration with our data science team, we built a model that flagged at-risk accounts 30 days earlier than previous methods, allowing us to intervene proactively and significantly improve retention rates.
I prepare executive-ready presentations that clearly articulate the business case, grounded in data and expected ROI. I also engage stakeholders early to gather input, address objections, and build a coalition of support. I use pilot programs to demonstrate success before full rollout, making adoption easier.
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.
ROLE OVERVIEW
The Senior Renewals Operations Manager, Customer Success is a strategic, highly cross-functional role responsible for driving the effectiveness, scalability, and overall experience of the global Customer Success organization. Acting as a key operational partner to the VP of Customer Success, this role owns the end-to-end Customer Success Manager (CSM) experience—ensuring process excellence, data-driven execution, and operational consistency across regions.
Positioned at the center of the customer experience ecosystem, this role aligns Customer Success with Renewals, Support, Professional Services, and Sales to ensure a seamless, scalable, and predictable customer journey. The role leverages data, analytics, and AI-driven capabilities to improve retention, expansion, and overall customer outcomes. This is a high-impact individual contributor role with strong executive visibility.
WHAT YOU’LL DO
- Act as a trusted operational partner to Customer Success leadership, translating strategy into scalable execution
- Own and evolve the global Customer Success operating model, ensuring consistency and scalability across regions
- Drive the rhythm of the business (weekly, monthly, quarterly) to proactively identify churn risk and optimize performance
- Define and track KPIs and leading indicators to measure customer health, retention, expansion, and predictability
- Own and enhance the end-to-end Customer Success Manager (CSM) experience, improving workflows, tools, and processes
- Reduce operational friction and increase time spent on high-value customer engagement
- Drive cross-functional alignment with Renewals, Support, Professional Services, Sales, Finance, and Systems teams
- Lead change management initiatives to ensure adoption of new processes, tools, and operating models
- Leverage data, analytics, and AI-driven capabilities to identify churn risk, surface expansion opportunities, and improve predictability
- Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models
TECHNOLOGIES YOU’LL WORK WITH
Salesforce (or similar CRM platforms), QTC systems, BI & analytics tools, workflow automation platforms, AI-driven analytics tools
WHAT YOU’LL BRING
- 6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or similar
- Strong cross-functional influence and ability to drive outcomes without direct authority
- Experience working with senior leadership and presenting executive-ready insights
- Deep understanding of post-sales, renewals workflows, data, and systems
- Strong analytical mindset with the ability to translate insights into action
- Proven ability to drive complex initiatives from ideation to execution
- Advanced proficiency with CRM and sales operations tools (e.g., Salesforce)
- Ability to operate effectively in fast-paced, evolving environments
BONUS SKILLS
- Experience in SaaS, subscription renewals, or customer lifecycle operations
- Familiarity with BI tools, automation platforms, and customer success / renewals tooling
- Exposure to AI-driven analytics, predictive modeling, or automation
- Experience supporting global, multi-regional teams
SUCCESS IN THIS ROLE
- Improved Customer Success Manager experience and productivity
- Reduced operational friction and increased customer-facing time
- Increased predictability, early churn risk identification, and stronger forecast confidence
- Strong cross-functional alignment and reduced escalations
- High adoption of new processes, tools, and AI-driven capabilities
- Measurable improvements in customer success execution quality, consistency, and outcomes
What you’ll get
- Unlimited paid time off, 12 paid holidays including 4 global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Paid parental leave: 8 weeks for all parents, 16 weeks for birthing parents
- Medical, dental, and vision coverage starting on your first day
- Mental health support, therapy sessions, and digital wellness tools via our Employee Assistance Program
- 401(k) retirement plan with company matching contributions
- Fertility, adoption, and surrogacy support through Maven, plus paid volunteer time
- AirVet: 24/7 virtual veterinary care at no cost
- Legal services, identity protection, and supplemental health insurance options
- Tax-advantaged spending accounts for healthcare, dependent care, and commuting
- 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
Compensation Transparency
Veeam is committed to pay transparency and equitable compensation. For this role, the compensation range below reflects the expected total target compensation (TTC), inclusive of base pay and a competitive performance-based bonus. For roles with a commission plan, the compensation range represents On Target Earnings (OTE), which includes base salary plus variable commission. When determining compensation, Veeam takes into consideration factors such as experience, education, skills, and geographic zone. Offers are typically made below the midpoint of the range.
In addition to compensation, Veeam provides a comprehensive benefits package, including health coverage, retirement plans, and unlimited time off.
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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