Senior Customer Success Manager

About the Role

The Senior Customer Success Specialist (CSS) serves as the customer's trusted technical advisor and primary technical owner, guiding customers through activation, adoption, optimization, expansion, and renewal. In this role, you will develop and execute tailored Customer Success Plans that align technical adoption with business objectives, strengthen resilience posture, and drive measurable outcomes. Leveraging deep expertise across the Veeam portfolio, you will help customers maximize value, improve recovery readiness, advance data resilience maturity, and achieve their desired business goals while partnering closely with Sales, Customer Success leadership, and other Veeam teams.

What You’ll Do

• Own the technical customer relationship for a portfolio of strategic Enterprise and Commercial Named accounts, serving as a trusted advisor throughout the customer lifecycle.
• Build, maintain, and advance tailored Customer Success Plans aligned to each customer's business objectives, technical priorities, desired outcomes, and success criteria.
• Guide customer activation, drive adoption and optimization, and help customers realize measurable value from their investment across the Veeam portfolio.
• Conduct health assessments, architecture reviews, protection strategy evaluations, and solution adoption planning across the Veeam portfolio.
• Assess recovery readiness, identify opportunities to improve resilience, and provide strategic recommendations aligned to customer objectives.
• Facilitate recovery simulations, resilience reviews, and best-practice discussions to strengthen customer confidence and preparedness.
• Monitor customer health signals and adoption trends to proactively identify risk, develop mitigation plans, and improve retention outcomes.
• Partner with Account Executives and Customer Success leadership to identify expansion opportunities through customer outcomes, product adoption, and demonstrated business value.
• Develop executive-ready business reviews, resilience reports, and success updates for technical and executive stakeholders, including Director, Vice President, Chief Information Security Officer, and Chief Information Officer audiences.
• Coordinate and advocate across Veeam teams to remove blockers, accelerate outcomes, and ensure a consistent customer experience.
• Deliver strategic guidance around data protection, recovery, cyber resilience, cloud adoption, operational efficiency, and portfolio optimization.
• Maintain a high-touch engagement model supporting a limited portfolio of high-value customers, typically accounts with more than $200,000 in annual recurring revenue.
• Own the technical success plan and adoption roadmap; provide technical insight, customer outcome validation, and risk assessments that support renewal and expansion strategy in partnership with Sales and Customer Success leadership.

Technologies You’ll Work With

• Veeam portfolio and data resilience solutions
• Backup and recovery technologies
• Virtualization platforms
• Operating systems
• Storage technologies
• Cloud platforms
• Cybersecurity technologies
• Automation technologies
• Recovery readiness and resilience platforms

What You’ll Bring

• 5+ years of experience in customer-facing technical roles such as Customer Success Engineering, Technical Account Management, Solutions Engineering, Consulting, Professional Services, or similar positions focused on data protection and recovery technologies.
• Strong technical expertise across backup and recovery, virtualization, operating systems, storage, cloud platforms, cybersecurity, and automation technologies.
• Experience designing and validating protection strategies, recovery preparedness programs, modernization initiatives, and migration projects.
• Proven ability to translate customer business objectives into technical roadmaps, adoption strategies, and measurable outcomes.
• Strong executive communication skills with experience presenting technical, operational, and risk-based recommendations to senior stakeholders.
• Demonstrated ability to manage multiple strategic customer relationships while driving measurable success outcomes.
• Proven consultative mindset with the ability to adapt engagement strategies and success plans to varying customer priorities, technical environments, and business challenges.
• Excellent collaboration, communication, stakeholder management, and consultative problem-solving skills.
• Experience conducting technical assessments, health reviews, architecture discussions, and executive business reviews.
• VMCE certification required or obtained within an agreed-upon timeframe following hire.

Bonus Skills

• Advanced knowledge of the Veeam portfolio and data resilience technologies, including backup, recovery, cyber resilience, cloud data protection, and related solutions.
• AWS Solutions Architect (Associate or Professional), Microsoft Azure Administrator Associate, Microsoft Azure Solutions Architect Expert, or equivalent cloud platform certifications.
• Security-focused certifications such as CISSP, CCSP, CompTIA Security+, or equivalent.
• Infrastructure and enterprise platform certifications such as VCP, RHCE, Microsoft Windows Server certifications, CCNA, or equivalent.
• Experience working with enterprise-scale environments, cyber resilience initiatives, ransomware recovery planning, disaster recovery programs, or information security frameworks.
• Experience advising executive and technical stakeholders on resilience, security, cloud modernization, or infrastructure transformation initiatives.