The Customer Success Engineer plays a key technical and advisory role in ensuring customers achieve sustained value from the Veeam Data Platform. With ownership of a defined portfolio of enterprise accounts, this position focuses on enabling successful adoption, improving data resilience, and identifying opportunities for expansion—all aligned with the client’s business objectives.
Key Responsibilities
- Set up and tailor customer environments by configuring backup policies, storage settings, and access controls; lead onboarding sessions and introduce administrative tools and support resources.
- Assess current infrastructure and usage patterns to uncover migration paths and optimization opportunities; facilitate strategic planning discussions to align technology use with business goals.
- Develop comprehensive data protection strategies, including recovery testing and resilience planning, using the Veeam Data Resilience Maturity Model (DRMM) to measure and report on posture over time.
- Produce quarterly resilience reports and present findings to technical and executive stakeholders, highlighting risk exposure, readiness levels, and recommended actions.
- Monitor customer health signals to detect potential churn; collaborate with sales and support teams to implement technical interventions and strengthen renewal readiness.
- Build business cases for product expansion, define total cost of ownership (TCO), and schedule regular check-ins with decision-makers to track progress against success milestones.
- Engage CISOs and CIOs with clear, actionable insights on data risk, compliance, and platform value to inform roadmap discussions and strategic planning.
- Support adoption campaigns informed by marketing and product teams to increase platform utilization and customer engagement.
- Work within a long-term account model covering high-value clients, typically managing between 5 and 50 named accounts with $100K+ in annual recurring revenue (ARR).
- Shape technical success plans and influence renewal terms in coordination with Sales and Customer Success leadership.
Required Qualifications
- Minimum of 5 years in customer-facing engineering roles involving data protection, backup solutions, or technical consulting—such as Pre-Sales Engineering, Technical Account Management, or similar.
- Strong working knowledge across operating systems, virtualization technologies, cloud platforms, storage systems, scripting, and disaster recovery best practices.
- Proven experience designing and validating protection architectures, leading recovery drills, and applying data resilience frameworks.
- VMCE certification is required and may be obtained within a defined period after hire.
- Demonstrated ability to translate business needs into technical adoption strategies and measurable outcomes.
- Experience engaging senior executives and synthesizing complex technical and business data into clear recommendations.
- Excellent communication, stakeholder management, and cross-functional collaboration skills.
Preferred Qualifications
- Certifications such as AWS Solutions Architect (Associate or Professional), Microsoft Azure Administrator, or Azure Solutions Architect Expert are highly valued.
Work Environment
This role is remote-friendly and supports global operations, with team members located across various U.S. regions including the San Francisco Bay Area, New York City, Texas, Illinois, North Carolina, and other states. The position is structured to support flexibility while maintaining alignment with customer needs and regional business hours.
