Senior Renewals Operations Manager, Customer Success

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 real impact for some of the world’s biggest brands.ROLE OVERVIEWThe 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 DOAct as a trusted operational partner to Customer Success leadership, translating strategy into scalable executionOwn and evolve the global Customer Success operating model, ensuring consistency and scalability across regionsDrive the rhythm of the business (weekly, monthly, quarterly) to proactively identify churn risk and optimize performanceDefine and track KPIs and leading indicators to measure customer health, retention, expansion, and predictabilityOwn and enhance the end-to-end Customer Success Manager (CSM) experience, improving workflows, tools, and processesReduce operational friction and increase time spent on high-value customer engagementDrive cross-functional alignment with Renewals, Support, Professional Services, Sales, Finance, and Systems teamsLead change management initiatives to ensure adoption of new processes, tools, and operating modelsLeverage data, analytics, and AI-driven capabilities to identify churn risk, surface expansion opportunities, and improve predictabilityPartner with systems and analytics teams to build scalable reporting, workflows, and predictive modelsTECHNOLOGIES YOU’LL WORK WITHSalesforce (or similar CRM platforms), QTC systems, BI & analytics tools, workflow automation platforms, AI-driven analytics toolsWHAT YOU’LL BRING6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or similarENGLISH BILINGUALStrong cross-functional influence and ability to drive outcomes without direct authorityExperience working with senior leadership and presenting executive-ready insightsDeep understanding of post-sales, renewals workflows, data, and systemsStrong analytical mindset with the ability to translate insights into actionProven ability to drive complex initiatives from ideation to executionAdvanced proficiency with CRM and sales operations tools (e.g., Salesforce)Ability to operate effectively in fast-paced, evolving environmentsBONUS SKILLSExperience in SaaS, subscription renewals, or customer lifecycle operationsFamiliarity with BI tools, automation platforms, and customer success / renewals toolingExposure to AI-driven analytics, predictive modeling, or automationExperience supporting global, multi-regional teamsSUCCESS IN THIS ROLEImproved Customer Success Manager experience and productivityReduced operational friction and increased customer-facing timeIncreased predictability, early churn risk identification, and stronger forecast confidenceStrong cross-functional alignment and reduced escalationsHigh adoption of new processes, tools, and AI-driven capabilitiesMeasurable improvements in customer success execution quality, consistency, and outcomesWHAT YOU’LL GETTwo weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam CaresPaid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parentsMedical, dental, and vision coverage fully funded through INS Premium for employees and dependentsMental health support, therapy sessions, and virtual care via our Employee Assistance ProgramRetirement and social security contributions through Costa Rica’s statutory programsLife insurance equal to 24x monthly salary, plus disability and funeral coverageDaily cafeteria subsidyFertility, adoption, and surrogacy support, plus 24 paid volunteer hours through Veeam CaresOpportunities to learn and