Senior Manager, Customer Success Engineering

Senior Manager, Customer Success Engineering

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

• Comprehensive Financial Security – Company-sponsored retirement savings, life insurance, and accident coverage to help protect you and your family.

• Generous Time Off – Enjoy 30 vacation days per year, plus company-wide VeeaMe Days dedicated to rest, wellbeing, and self-care.

• Wellbeing & Mental Health Support – Access confidential counseling and professional support services through our Employee Assistance Program for employees and their families.

• Make an Impact Beyond Work – Receive paid volunteer time each year through the Veeam Cares program to support causes that matter to you.

• Please note: If an applicant is permanently located outside of Germany, Veeam reserves the right to decline the application for this position