Sr. Customer Success Engineer

About the Role:

The ideal candidate is naturally collaborative, articulate, highly organized, and passionate about helping customers achieve measurable business outcomes. Success in this role requires a combination of strong technical expertise, business acumen, executive communication skills, and a customer-first mindset.

As a Senior Customer Success Engineer (CSE), you serve as the customer's trusted technical advisor and primary technical owner, guiding customers through customer activation, adoption, optimization, expansion, and renewal. You will develop and execute tailored Customer Success Plans, align technical adoption to business objectives, strengthen customers' resilience posture, and proactively identify opportunities and risks throughout the customer lifecycle. Success in this role requires the ability to understand each customer's unique goals, challenges, and environment, then translate those insights into a personalized strategy that drives measurable outcomes.

You will leverage deep expertise across the Veeam portfolio to help customers maximize value, improve recovery readiness, advance data resilience maturity, and achieve their desired outcomes while partnering closely with Sales, Customer Success leadership, and other Veeam teams.

What You’ll Do

• Own the technical customer relationship for a portfolio of strategic Enterprise and Commercial Named accounts, serving as a trusted advisor throughout the customer lifecycle.
• Build, maintain, and advance tailored Customer Success Plans aligned to each customer's business objectives, technical priorities, desired outcomes, and success criteria.
• Guide customer activation, drive adoption and optimization, and help customers realize measurable value from their investment across the Veeam portfolio.
• Conduct health assessments, architecture reviews, protection strategy evaluations, and solution adoption planning across the Veeam portfolio.
• Assess recovery readiness, identify opportunities to improve resilience, and provide strategic recommendations aligned to customer objectives.
• Facilitate recovery simulations, resilience reviews, and best-practice discussions to strengthen customer confidence and preparedness.
• Monitor customer health signals and adoption trends to proactively identify risk, develop mitigation plans, and improve retention outcomes.
• Partner with Account Executives and Customer Success leadership to identify expansion opportunities through customer outcomes, product adoption, and demonstrated business value.
• Develop executive-ready business reviews, resilience reports, and success updates for technical and executive stakeholders, including Director, Vice President, Chief Information Security Officer, and Chief Information Officer audiences.
• Coordinate and advocate across Veeam teams to remove blockers, accelerate outcomes, and ensure a consistent customer experience.
• Deliver strategic guidance around data protection, recovery, cyber resilience, cloud adoption, operational efficiency, and portfolio optimization.
• Maintain a high-touch engagement model supporting a limited portfolio of high-value customers, typically accounts with more than $200,000 in annual recurring revenue.
• Own the technical success plan and adoption roadmap; provide technical insight, customer outcome validation, and risk assessments that support renewal and expansion strategy in partnership with Sales and Customer Success leadership.

What You’ll Bring

• 5+ years of experience in customer-facing technical roles such as Customer Success Engineering, Technical Account Management, Solutions Engineering, Consulting, Professional Services, or similar positions focused on data protection and recovery technologies.
• Strong technical expertise across backup and recovery, virtualization, operating systems, storage, cloud platforms, cybersecurity, and automation technologies.
• Experience designing and validating protection strategies, recovery preparedness programs, modernization initiatives, and migration projects.
• Proven ability to translate customer business objectives into technical roadmaps, adoption strategies, and measurable outcomes.
• Strong executive communication skills with experience presenting technical, operational, and risk-based recommendations to senior stakeholders.
• Demonstrated ability to manage multiple strategic customer relationships while driving measurable success outcomes.
• Proven consultative mindset with the ability to adapt engagement strategies and success plans to varying customer priorities, technical environments, and business challenges.
• Excellent collaboration, communication, stakeholder management, and consultative problem-solving skills.
• Experience conducting technical assessments, health reviews, architecture discussions, and executive business reviews.
• VMCE certification required or obtained within an agreed-upon timeframe following hire.

Preferred Qualifications

• Advanced knowledge of the Veeam portfolio and data resilience technologies, including backup, recovery, cyber resilience, cloud data protection, and related solutions.
• AWS Solutions Architect (Associate or Professional), Microsoft Azure Administrator Associate, Microsoft Azure Solutions Architect Expert, or equivalent cloud platform certifications.
• Security-focused certifications such as Certified Information Systems Security Professional (CISSP), Certified Cloud Security Professional (CCSP), CompTIA Security+, or equivalent.
• Infrastructure and enterprise platform certifications such as VMware Certified Professional (VCP), Red Hat Certified Engineer (RHCE), Microsoft Windows Server certifications, Cisco Certified Network Associate (CCNA), or equivalent.
• Experience working with enterprise-scale environments, cyber resilience initiatives, ransomware recovery planning, disaster recovery programs, or information security frameworks.
• Experience advising executive and technical stakeholders on resilience, security, cloud modernization, or infrastructure transformation initiatives.

#LI-MHJ404