Develop and champion a long-term product vision and roadmap for Customer Success at Veeam, driving excellence in customer support and experience.
Translate customer insights, market trends, and data into actionable features and service enhancements, ensuring Customer Success offerings evolve with client needs.
Lead the adoption of emerging technologies, particularly AI/ML (e.g., chatbots, automation, predictive analytics), to transform and optimize CS operations.
Partner with Engineering, Marketing, Sales, and Support leaders to ensure seamless execution of the Customer Success strategy from ideation through launch.
Define and monitor KPIs, leveraging data to measure impact and continuously refine strategies for growth, retention, and customer value.
Oversee the full lifecycle of Customer Success products and services, ensuring features deliver measurable business outcomes and align with Veeam’s objectives.

15+ years of experience in Customer Success, Product Management, Product Strategy, or related enterprise SaaS/technology roles.
Demonstrated technical acumen with the ability to collaborate closely with engineering, deployment, and technical leadership teams.
Proven success managing the lifecycle of service offerings, including pricing, packaging, and GTM strategy.
Strong financial acumen with hands-on P&L ownership and business case development for services or product lines.
Experience leading CS monetization and transformation initiatives, leveraging product management methodologies.
Operational leadership in establishing and tracking OKRs, KPIs, and applying analytics for data-driven decisions.

Unlimited paid time off, 12 paid holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
Paid parental leave: 8 weeks for all parents, 16 weeks for birthing parents
Medical, dental, and vision coverage starting on your first day
Mental health support, therapy sessions, and digital wellness tools via our Employee Assistance Program
401(k) retirement plan with company matching contributions
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
Opportunities to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning

Senior Director, Customer Success, Product Portfolio Management

Key skills