About this role.
This Senior Manager, AMERs Customer Success role leads Customer Success Engineers who help enterprise customers realize measurable value from Veeam’s data resilience platform. The position combines people leadership, technical customer strategy, operational discipline, and executive-level escalation management. Key priorities include improving onboarding, adoption, resilience maturity, customer health, renewal readiness, and expansion signals across the team’s portfolio. The leader partners closely with Sales, Renewals, Product, Support, Professional Services, and Technical Account Management while building scalable success practices.
Role DNA
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Job Complexity
5/5Pace & Pressure
5/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would define clear customer lifecycle expectations for onboarding, success plans, health reviews, executive business reviews, risk escalation, and renewal readiness. I would support those standards with templates, measurable KPIs, regular coaching, quality reviews, and team operating cadences that allow for continuous improvement.
I begin by identifying the customer’s desired business outcomes, risk tolerance, critical workloads, and executive priorities. I then map those goals to specific technical milestones, such as adoption targets, recovery validation, health improvements, resilience assessments, and time-bound ownership commitments that can be reviewed jointly with the customer.
I would quickly validate the underlying drivers through usage data, stakeholder interviews, support history, and the existing account plan. I would align internal teams on a recovery plan with executive sponsorship, clear technical remediation actions, success metrics, and a disciplined communication cadence focused on restoring value before the renewal decision.
I would evaluate outcomes across time-to-first-value, adoption breadth and depth, health-score quality, completion of success plans, resilience assessment progress, customer sentiment, risk identification lead time, retention, expansion influence, and operational measures such as coverage and forecast accuracy.
I segment accounts based on complexity, revenue risk, growth potential, and technical maturity, then tailor engagement models accordingly. Repeatable plays, automation, standardized reporting, and self-service enablement preserve capacity while senior team members focus on strategic escalations, executive alignment, and complex resilience outcomes.
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.
#LI-REMOTE #LI-JC2
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.
Bonus Skills
- Preferred industry certifications include AWS Solutions Architect, Microsoft Azure Administrator, Microsoft Azure Solutions Architect Expert, or similar cloud and infrastructure certifications.
- VMCE certification preferred, or ability to complete within an agreed timeframe after hire.
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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