Senior Renewals Operations Manager, Customer Success

Veeam Software

6h•$102,700 - $263,000•Remote

About The Position

The Senior Renewals Operations Manager, Customer Success is a strategic, highly cross-functional role responsible for driving the effectiveness, scalability, and overall experience of the global Customer Success organization. Acting as a key operational partner to the VP of Customer Success, this role owns the end-to-end Customer Success Manager (CSM) experience—ensuring process excellence, data-driven execution, and operational consistency across regions. Positioned at the center of the customer experience ecosystem, this role aligns Customer Success with Renewals, Support, Professional Services, and Sales to ensure a seamless, scalable, and predictable customer journey. The role leverages data, analytics, and AI-driven capabilities to improve retention, expansion, and overall customer outcomes. This is a high-impact individual contributor role with strong executive visibility.

Requirements

6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or similar
Strong cross-functional influence and ability to drive outcomes without direct authority
Experience working with senior leadership and presenting executive-ready insights
Deep understanding of post-sales, renewals workflows, data, and systems
Strong analytical mindset with the ability to translate insights into action
Proven ability to drive complex initiatives from ideation to execution
Advanced proficiency with CRM and sales operations tools (e.g., Salesforce)
Ability to operate effectively in fast-paced, evolving environments

Nice To Haves

Experience in SaaS, subscription renewals, or customer lifecycle operations
Familiarity with BI tools, automation platforms, and customer success / renewals tooling
Exposure to AI-driven analytics, predictive modeling, or automation
Experience supporting global, multi-regional teams

Responsibilities

Act as a trusted operational partner to Customer Success leadership, translating strategy into scalable execution
Own and evolve the global Customer Success operating model, ensuring consistency and scalability across regions
Drive the rhythm of the business (weekly, monthly, quarterly) to proactively identify churn risk and optimize performance
Define and track KPIs and leading indicators to measure customer health, retention, expansion, and predictability
Own and enhance the end-to-end Customer Success Manager (CSM) experience, improving workflows, tools, and processes
Reduce operational friction and increase time spent on high-value customer engagement
Drive cross-functional alignment with Renewals, Support, Professional Services, Sales, Finance, and Systems teams
Lead change management initiatives to ensure adoption of new processes, tools, and operating models
Leverage data, analytics, and AI-driven capabilities to identify churn risk, surface expansion opportunities, and improve predictability
Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models

Benefits

Unlimited paid time off
12 paid holidays including 4 global VeeaMe Days for self-care
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
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