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Veeam Software·USA·22 авг.
Senior Manager, AMERs Customer Success
🌍 УдалённоSeniorПолная занятость🌐 Глобал
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Наша компания
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 re
Чем предстоит заниматься
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
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
Наши требования
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
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
Мы предлагаем
In addition to compensation, Veeam provides a comprehensive benefits package, including health coverage, retirement plans, and unlimited time off
Zone 1: San Francisco Bay Area, New York City Boroughs
Zone 2: Washington, California (excluding San Francisco Bay Area)
Zone 3: Texas, Illinois, North Carolina, Colorado, Massachusetts, Pennsylvania, Virginia, Oregon, Nevada, Hawaii, New York (excluding NYC boroughs); Sales roles located in Georgia, Ohio, and Arizona
Zone 4: All other US locations
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
Дополнительно
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
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
U.S. Geographic Zones & Compensation Ranges (TTC / OTE)
$175,300—$325,600 USD
$160,800—$298,500 USD
$146,100—$271,400 USD
$127,200—$236,100 USD
Технологии и навыки
Veeam Software
USA
ГрейдSenior
ЗанятостьПолная занятость
РегионСША
ФорматУдалённо
ИсточникСкрыто
Опубликовано22 авг.
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