Senior Customer Success Engineer

Role Overview

Senior Customer Success Engineer at Veeam Software. This mid-level role is based at Veeam's Seattle headquarters or one of their offices in more than 30 countries.

Company Overview

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.

Role Purpose

You are the primary technical owner driving long-term customer outcomes across the Veeam Data Platform. You will lead onboarding, adoption, and optimization; proactively identify churn risk, migrations, and upsell opportunities; and apply deep disaster recovery and resilience expertise to conduct recovery simulations, DRMM assessments, and quarterly resilience reporting for measurable customer value.

Key Responsibilities

Account Management & Strategic Planning

• Operate with a long-term account assignment model tied to ARR and growth potential, typically covering 5–50 Enterprise and Commercial-Named accounts with $100K+ ARR.
• Own the technical success plan and adoption roadmap; influence pricing, commercial terms, and renewal terms in partnership with Sales and CS leadership.
• Identify migration opportunities; analyze usage and environment; conduct success planning and strategy sessions; align business outcomes with product adoption.
• Build business cases; define TCO; articulate value propositions for expansion; schedule checkpoint reviews with stakeholders.

Onboarding & Implementation

• Configure customer accounts; customize backup policies and storage; facilitate onboarding; orient stakeholders; walk through admin portals; introduce support channels.
• Conduct assessments; build protection plans; recommend software products and architectures across the Veeam Data Platform.
• Design and execute protection plans, migrations, and recovery simulations with strong familiarity with Veeam platform capabilities.

Resilience & Recovery Operations

• Run recovery simulations; apply the Veeam Data Resilience Maturity Model (DRMM) to track and report resilience posture; deliver quarterly resilience reports.

Risk & Churn Management

• Monitor signals to detect churn risk early; define mitigation plans; partner on renewal strategy with actionable technical insights.

Stakeholder Engagement

• Engage CISO/CIO stakeholders with clear risk, status, and opportunity updates; support context for executive discussions and roadmap alignment.

Growth & Adoption

• Collaborate on marketing-informed campaigns and plays to drive adoption and expansion.

Qualifications & Experience

• 5+ years in customer-facing engineering roles focused on data backup and recovery, such as Technical Consulting, Pre-Sales Systems Engineer, or Technical Account Manager.
• Hands-on expertise across operating systems, virtualization, storage, scripting and automation, cloud platforms, and disaster recovery and resilience best practices.
• Strong experience designing and executing protection plans, migrations, and recovery simulations.
• VMCE certification required (may be completed post-hire within an agreed timeframe).
• Preferred industry certifications: AWS Solutions Architect (Associate or Professional), Microsoft Azure Administrator or Solutions Architect Expert.

Skills & Competencies

• Advanced level of English.
• Proven ability to translate business outcomes into technical adoption roadmaps and measurable value.
• Executive stakeholder engagement skills (CISO/CIO) with the ability to synthesize technical, business, and risk signals into clear recommendations.
• Excellent communication, cross-functional collaboration, and stakeholder management skills.
• Naturally collaborative, articulate, and extremely organized.
• Strong technical understanding of Veeam products.

Additional Information

• 24 days of paid time off for the first 2 years, increasing to 30 days after 2 years of service.
• 4 extra global VeeaMe Days for self-care annually.
• 24 paid volunteer hours annually through Veeam Cares.
• Private medical insurance for employees, spouses, and dependents.
• Life and Disability insurance with Accidental Death & Dismemberment (AD&D) coverage equal to 3x annual salary.
• Free Employee Assistance Program (EAP) with up to 12 therapy sessions, plus legal and financial advice.
• Housing allowance to help cover rental costs.
• Education allowance for up to three dependent children.
• Annual flight allowance for employees and their families.
• Learning and development opportunities through on-demand libraries (LinkedIn Learning, O'Reilly), mentoring, workshops, and learning events including an annual Global Day of Learning.