Customer Success Specialist

Veeam Software

2d•Remote

About The Position

The ideal candidate will be naturally collaborative, articulate, extremely organized, have a solid technical understanding of Veeam products, and motivated by maximizing customer success and outcomes. Soft skills combined with strong technical acumen are key in this role. As a Customer Success Specialist, you’ll operate in a pooled Success model to provide scaled coverage for customers without a Named Customer Success Engineer (CSE). You will respond to usage, churn, and expansion triggers from the customer health dashboard to drive adoption, outcomes, and growth for Veeam Data Cloud (VDC) and related offerings across the Veeam portfolio, including Veeam Backup & Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, and Kasten by Veeam.

Requirements

2–5 years in Customer Success operations or Program Management, ideally within data protection or cyber-resilience solutions.
Bachelor’s degree in Computer Science, Electrical Engineering, or a related technical field; MBA preferred with prior experience at a technical company.
Proficiency with digital CS platforms (e.g., Gainsight), marketing automation tools (e.g., Marketo), and scaled journey execution; familiarity with CRM (e.g., Salesforce) and BI/reporting is a plus.
Working knowledge of Veeam offerings: Veeam Data Cloud and at least one of Veeam Backup & Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, or Kasten by Veeam.
Strong analytical skills to interpret telemetry, health scores, and consumption data; ability to translate insights into clear success plans and actions.
Experience facilitating QBRs, building ROI narratives, and creating customer-facing artifacts (e.g., case studies, best practices).
Effective communication and stakeholder management skills; comfortable collaborating across Sales, Marketing, and Customer Success functions.

Nice To Haves

MBA preferred with prior experience at a technical company.
familiarity with CRM (e.g., Salesforce) and BI/reporting is a plus.

Responsibilities

Monitor data risk and vulnerabilities using telemetry and recurring touchpoints; conduct platform health checks and report trends, applying the Veeam Data Resilience Maturity Model (DRMM) to track improvements.
Plan and facilitate success sessions and QBRs; review business outcomes and align them to product adoption; highlight ROI achieved and potential gains with additional modules or seats.
Manage churn risk by building proactive protection plans; advocate for customers; recommend alternative products or configurations for at-risk accounts; launch CSAT surveys; coordinate customer case studies.
Identify and articulate expansion opportunities; review consumption trends; schedule expansion checkpoints with or without Account Executive (AE) coordination; convert signals into qualified opportunities.
Connect adoption recommendations across VDC and adjacent offerings (Veeam Backup & Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, Kasten by Veeam) to maximize resilience, visibility, and orchestrated recovery outcomes.
Capture feedback from exit interviews for churned customers (cloud reliability, latency, user experience); synthesize learnings to improve scaled journeys and program playbooks.
Collaborate with Sales, Marketing, and CSEs to execute scaled campaigns and journeys that increase utilization, adoption, and customer health; ensure updates are reflected in Gainsight and reporting.
Operate within a pooled coverage model focused on Velocity and Commercial–Inside segments for customers without a Named CSE.

Benefits

Unlimited paid time off, plus 3 global VeeaMe Days for self-care
Paid parental leave: 8 weeks for all parents, 16 weeks for birthing parents
Medical, dental, and vision coverage from day one
Mental health support, therapy sessions, and digital wellness tools via SupportLinc EAP
401(k) retirement plan with matching contributions up to annual limits
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
Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab program