Senior Renewals Operations Manager, Customer Success

About the role

Veeam is seeking a Senior Renewals Operations Manager to partner with the VP of Customer Success and drive operational excellence across the global Customer Success organization. This individual contributor role will own the end‑to‑end Customer Success Manager experience, ensuring consistent processes, data‑driven execution, and seamless collaboration with Renewals, Support, Professional Services, and Sales.

Key responsibilities

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

Required profile

• 6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or a similar field.
• Fluent English (bilingual).
• Strong cross‑functional influence and ability to work with senior leaders.

Required skills

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