VP Customer Success
VP Customer Success
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Veeam, the #1 global market leader in data resilience, believes businesses should control all their data whenever and wherever they need it. Veeam provides data resilience through data backup, data recovery, data portability, data security, and data intelligence. Based in Seattle, Veeam protects over 550,000 customers worldwide who trust Veeam to keep their businesses running. Join us as we move forward together, growing, learning, and making a real impact for some of the world’s biggest brands. The future of data resilience is here - go fearlessly forward with us.
About the Role
Reporting to the Chief Customer Officer, the Vice President of Customer Success leads a global team dedicated to delivering outstanding customer experiences, driving satisfaction, retention, and renewals. This executive will be responsible for developing and executing strategies that maximize customer value, foster long-term relationships, and support Veeam’s growth as a market leader.
What You’ll Do
- Lead and manage a global team of Customer Success Managers, Account Managers, Onboarding Specialists, and Health Check Engineers.
- Develop and implement strategies to enhance customer satisfaction, retention, and expansion.
- Collaborate with Sales, Customer Support, Product Management, and Renewals teams to ensure a seamless, end-to-end customer journey.
- Establish and monitor clear KPIs and metrics to track customer health, team performance, and business impact.
- Leverage data, automation, and AI-driven tools to continuously improve onboarding, engagement, and support processes.
- Build strong relationships with key accounts, serving as an executive sponsor and ensuring their needs are met and expectations exceeded.
- Proactively address customer challenges and drive continuous improvements in the customer experience.
- Recruit, mentor, and develop a high-performing, customer-focused team, fostering a culture of excellence and continuous learning.
- Champion a customer-centric culture across the organization, advocating for the voice of the customer in product and service decisions.
- Drive process improvements and lead organizational change initiatives to optimize customer success operations.
Technologies You’ll Work With
- Salesforce, Gainsight
What You’ll Bring
- 15+ years of progressive experience in Customer Success, Account Management, or related roles within the technology or SaaS sector.
- 10+ years of proven leadership experience managing and scaling global customer-facing teams.
- Demonstrated success in improving customer retention, satisfaction, and driving revenue growth.
- Exceptional leadership, communication, and relationship management skills.
- Proficiency with customer success platforms (e.g., Gainsight) and CRM systems (e.g., Salesforce).
- Experience leveraging AI or automation tools to optimize customer success operations is highly desirable.
Bonus Skills
- This role requires deep SaaS technical acumen as relates to Customer Success, as well as the ability to manage across multiple stakeholders and a diverse support, renewals and professional services organization.
What You’ll Get
- Unlimited paid time off, plus 3 global VeeaMe Days for self-care
- Paid parental leave: 8 weeks for all parents, 16 weeks for birthing parents
- Medical, dental, and vision coverage from day one
- Mental health support, therapy sessions, and digital wellness tools via SupportLinc EAP
- 401(k) retirement plan with matching contributions up to annual limits
- Fertility, adoption, and surrogacy support through Maven, plus paid volunteer time
- AirVet: 24/7 virtual veterinary care at no cost
- Legal services, identity protection, and supplemental health insurance options
- Tax-advantaged spending accounts for healthcare, dependent care, and commuting
- Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab program
#LI-SW3
The salary range posted is On Target Earnings (OTE), which is inclusive of base and variable pay. When making an offer of employment, Veeam will take into consideration the candidate’s expectations, experience, education, scope of responsibility for the role, and the current market demands.
Please note that any personal data collected from you during the recruitment process will be processed in accordance with our Recruiting Privacy Notice.
The Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed by us in connection with our recruitment processes.
By applying for this position, you consent to the processing of your personal data in accordance with our Recruiting Privacy Notice.
By submitting your application, you acknowledge that the information provided in your job application and any supporting documents is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification of information may result in disqualification from consideration for employment or, if discovered after employment begins, termination of employment.
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