Senior Manager, Customer Success Engineering

Senior Manager, Customer Success Engineering

London, United Kingdom

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 acrossVeeamData Platform. This role balances strategic planning with hands‑on execution leadership, ensuring customers realize value,improveresilience, 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 partnertoSales, 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.

Whatyou’lldo

• 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,adoptionbreadth and depth, retention, expansion readiness, andreferenceability.
• 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 theappropriate teams.

Whatyou’llbring

• 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 ofpeopleleadership 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 agreedtimeframeafterhire.
• 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.
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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.

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