Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.
Summary: At Veeam, we’re advancing data resilience and cyber defense with AI-driven insights and automation, ensuring organizations stay protected and operational across all environments. As we embrace AI and autonomous security, we seek leaders who blend security expertise with intelligent automation to outpace evolving threats. Reporting to the Chief Customer Officer, the Senior Director of Customer Success will drive the financial re-engineering and monetization of our CS organization. This leader will design and implement frameworks and processes for commercial and operational excellence, partnering with VP+ leaders in Sales, Compensation, and Finance to support our shift toward a specialized, technical deployment model.
What You’ll Do:
- Develop and champion a long-term product vision and roadmap for Customer Success at Veeam, driving excellence in customer support and experience.
- Translate customer insights, market trends, and data into actionable features and service enhancements, ensuring Customer Success offerings evolve with client needs.
- Lead the adoption of emerging technologies, particularly AI/ML (e.g., chatbots, automation, predictive analytics), to transform and optimize CS operations.
- Partner with Engineering, Marketing, Sales, and Support leaders to ensure seamless execution of the Customer Success strategy from ideation through launch.
- Define and monitor KPIs, leveraging data to measure impact and continuously refine strategies for growth, retention, and customer value.
- Oversee the full lifecycle of Customer Success products and services, ensuring features deliver measurable business outcomes and align with Veeam’s objectives.
What You’ll Bring:
- 15+ years of experience in Customer Success, Product Management, Product Strategy, or related enterprise SaaS/technology roles.
- Demonstrated technical acumen with the ability to collaborate closely with engineering, deployment, and technical leadership teams.
- Proven success managing the lifecycle of service offerings, including pricing, packaging, and GTM strategy.
- Strong financial acumen with hands-on P&L ownership and business case development for services or product lines.
- Experience leading CS monetization and transformation initiatives, leveraging product management methodologies.
- Operational leadership in establishing and tracking OKRs, KPIs, and applying analytics for data-driven decisions.
What you'll get
- Unlimited paid time off, 12 paid holidays, plus 4 extra 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.
Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.
The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.
By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.
By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.
Top Skills
Similar Jobs
What you need to know about the Boston Tech Scene
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
- Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
- Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
