Act as a trusted operational partner to Customer Technical Support leadership, translating strategy into scalable execution
Own and evolve the global Customer Support operating model, ensuring consistency and scalability across regions
Drive the rhythm of the business (weekly, monthly, quarterly) to proactively identify risks and optimize performance
Define and track KPIs and leading indicators to measure support health, productivity, and predictability
Own and enhance the end-to-end Technical Support Engineer (TSE) experience, improving workflows, tools, and processes
Reduce operational friction and increase time spent on high-value customer interactions
Drive cross-functional alignment with Renewals, Customer Success, Professional Services, Sales, Finance, and Systems teams
Lead change management initiatives to ensure adoption of new processes, tools, and operating models
Leverage data, analytics, and AI-driven capabilities to deliver insights, improve predictability, and enable automation
Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models

6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or similar
ENGLISH BILINGUAL
Strong cross-functional influence and ability to drive outcomes without direct authority
Experience working with senior leadership and presenting executive-ready insights
Deep understanding of post-sales, renewals workflows, data, and systems
Strong analytical mindset with the ability to translate insights into action
Proven ability to drive complex initiatives from ideation to execution
Advanced proficiency with CRM and sales operations tools (e.g., Salesforce)
Ability to operate effectively in fast-paced, evolving environments

Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents
Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents
Mental health support, therapy sessions, and virtual care via our Employee Assistance Program
Retirement and social security contributions through Costa Rica’s statutory programs
Life insurance equal to 24x monthly salary, plus disability and funeral coverage
Daily cafeteria subsidy
Fertility, adoption, and surrogacy support, plus 24 paid volunteer hours through Veeam Cares
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 Renewals Operations Manager, Customer Support

Key skills