Lead Customer Success Specialist

About the role

The ideal candidate is naturally collaborative, articulate, highly organized, and passionate about helping customers achieve measurable business outcomes. Success in this role requires a combination of strong technical expertise, business acumen, executive communication skills, and a customer-first mindset.

Responsibilities

• Own the technical customer relationship for a portfolio of strategic Enterprise and Commercial Named accounts, serving as a trusted advisor throughout the customer lifecycle.

• Build, maintain, and advance tailored Customer Success Plans aligned to each customer's business objectives, technical priorities, desired outcomes, and success criteria.

• Guide customer activation, drive adoption and optimization, and help customers realize measurable value from their investment across the Veeam portfolio.

• Conduct health assessments, architecture reviews, protection strategy evaluations, and solution adoption planning across the Veeam portfolio.

• Assess recovery readiness, identify opportunities to improve resilience, and provide strategic recommendations aligned to customer objectives.

• Facilitate recovery simulations, resilience reviews, and best-practice discussions to strengthen customer confidence and preparedness.

• Maintain a high-touch engagement model supporting a limited portfolio of high-value customers, typically accounts with more than $200,000 in annual recurring revenue.

• Own the technical success plan and adoption roadmap; provide technical insight, customer outcome validation, and risk assessments that support renewal and expansion strategy in partnership with Sales and Customer Success leadership.

Requirements

• 5+ years of experience in customer-facing technical roles such as Customer Success Engineering, Technical Account Management, Solutions Engineering, Consulting, Professional Services, or similar positions focused on data protection and recovery technologies.

• Strong technical expertise across backup and recovery, virtualization, operating systems, storage, cloud platforms, cybersecurity, and automation technologies.

• Experience designing and validating protection strategies, recovery preparedness programs, modernization initiatives, and migration projects.

• Proven ability to translate customer business objectives into technical roadmaps, adoption strategies, and measurable outcomes.

• Strong executive communication skills with experience presenting technical, operational, and risk-based recommendations to senior stakeholders.

• Demonstrated ability to manage multiple strategic customer relationships while driving measurable success outcomes.

• Proven consultative mindset with the ability to adapt engagement strategies and success plans to varying customer priorities, technical environments, and business challenges.

• Excellent collaboration, communication, stakeholder management, and consultative problem-solving skills.

• Experience conducting technical assessments, health reviews, architecture discussions, and executive business reviews.

Skills

• VMCE certification required or obtained within an agreed-upon timeframe following hire.

• Advanced knowledge of the Veeam portfolio and data resilience technologies, including backup, recovery, cyber resilience, cloud data protection, and related solutions.

• AWS Solutions Architect (Associate or Professional), Microsoft Azure Administrator Associate, Microsoft Azure Solutions Architect Expert, or equivalent cloud platform certifications.

• Security-focused certifications such as Certified Information Systems Security Professional (CISSP), Certified Cloud Security Professional (CCSP), CompTIA Security+, or equivalent.

• Infrastructure and enterprise platform certifications such as VMware Certified Professional (VCP), Red Hat Certified Engineer (RHCE), Microsoft Windows Server certifications, Cisco Certified Network Associate (CCNA), or equivalent.

• Experience working with enterprise-scale environments, cyber resilience initiatives, ransomware recovery planning, disaster recovery programs, or information security frameworks.

• Experience advising executive and technical stakeholders on resilience, security, cloud modernization, or infrastructure transformation initiatives.