Senior Director, Customer Success Product Portfolio Management

Veeam is the #1 global market leader in data resilience, providing solutions for data backup, recovery, and security. The Senior Director of Customer Success will drive financial re-engineering and monetization of the Customer Success organization, implementing frameworks for operational excellence and partnering with various leaders to support a specialized technical deployment model.

Responsibilities:

• 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

Requirements:

• 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