[Hiring] Senior Renewals Operations Manager, Customer Success @Veeam Software

Role Description

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.

What You’ll Do

• 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

Technologies You’ll Work With

• Salesforce (or similar CRM platforms)
• QTC systems
• BI & analytics tools
• Workflow automation platforms
• AI-driven analytics tools

Qualifications

• 6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or similar
• ENGLISH BILINGUAL
• 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

Bonus Skills

• 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

Success in This Role

• Improved Customer Success Manager experience and productivity
• Reduced operational friction and increased customer-facing time
• Increased predictability, early churn risk identification, and stronger forecast confidence
• Strong cross-functional alignment and reduced escalations
• High adoption of new processes, tools, and AI-driven capabilities
• Measurable improvements in customer success execution quality, consistency, and outcomes

Benefits

• Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
• Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents
• Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents
• Mental health support, therapy sessions, and virtual care via our Employee Assistance Program
• Retirement and social security contributions through Costa Rica’s statutory programs
• Life insurance equal to 24x monthly salary, plus disability and funeral coverage
• Daily cafeteria subsidy
• Fertility, adoption, and surrogacy support, plus 24 paid volunteer hours through Veeam Cares
• 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