About the role

Role Overview

Senior Renewals Operations Manager (Customer Success) — a strategic, cross-functional individual contributor role with executive visibility. You will improve the effectiveness and scalability of the global Customer Success organization by owning end-to-end Customer Success Manager (CSM) experience, ensuring operational consistency across regions.

Key Missions

Operational partnership: Work closely with the VP of Customer Success to own the end-to-end CSM experience and drive process excellence.
Business rhythm & churn prevention: Drive weekly/monthly/quarterly operating cadences, identify churn risk proactively, and optimize performance by defining and tracking KPIs.
Change management: Lead initiatives to ensure adoption of new processes, tools, and operating models, and drive cross-functional alignment.
Data-driven improvement: Use analytics to improve retention, expansion, and overall customer outcomes.

Requirements

Leadership & communication: Experience working with senior leadership and presenting executive-ready insights.
Experience: 6+ years in Sales Operations, Renewals Operations, Customer Success Operations, or a related field.
Analytics to action: Strong analytical mindset with ability to translate insights into operational improvements.
Influence: Strong cross-functional influence and ability to drive outcomes without direct authority.
CRM & ops tools: Advanced proficiency with CRM and sales operations tools (e.g., Salesforce).
Renewals domain depth: Deep understanding of post-sales, renewals workflows, data, and systems.
Execution: Proven ability to drive complex initiatives from ideation through execution.
Work style: Ability to operate effectively in fast-paced, evolving environments.
SaaS renewal context: Experience in SaaS, subscription renewals, or customer lifecycle operations.
Global operations: Experience supporting global, multi-regional teams.

Nice-to-Haves

Familiarity with BI tools, automation platforms, and customer success/renewals tooling.
Exposure to AI-driven analytics, predictive modeling, or automation.

About Veeam

Veeam is a software company focused on data protection and availability, serving enterprises with solutions for backup, recovery, and resilience. The role sits within its Customer Success organization, supporting post-sales customer outcomes and renewals in a SaaS/subscription environment.