Senior Renewals Operations Manager, Customer Success
veeamsoftware • Remote, Costa Rica
Posted: April 16, 2026
Job Description
ROLE OVERVIEW
The Senior Renewals Operations Manager, Customer Success is a strategic, highly cross-functional role responsible for driving the effectiveness, scalability, and overall experience of the global Customer Success organization. Acting as a key operational partner to the VP of Customer Success, this role owns the end-to-end Customer Success Manager (CSM) experience—ensuring process excellence, data-driven execution, and operational consistency across regions.
Positioned at the center of the customer experience ecosystem, this role aligns Customer Success with Renewals, Support, Professional Services, and Sales to ensure a seamless, scalable, and predictable customer journey. The role leverages data, analytics, and AI-driven capabilities to improve retention, expansion, and overall customer outcomes. This is a high-impact individual contributor role with strong executive visibility.
WHAT YOU’LL DO
- Act as a trusted operational partner to Customer Success leadership, translating strategy into scalable execution
- Own and evolve the global Customer Success operating model, ensuring consistency and scalability across regions
- Drive the rhythm of the business (weekly, monthly, quarterly) to proactively identify churn risk and optimize performance
- Define and track KPIs and leading indicators to measure customer health, retention, expansion, and predictability
- Own and enhance the end-to-end Customer Success Manager (CSM) experience, improving workflows, tools, and processes
- Reduce operational friction and increase time spent on high-value customer engagement
- Drive cross-functional alignment with Renewals, Support, 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 identify churn risk, surface expansion opportunities, and improve predictability
- Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models
TECHNOLOGIES YOU’LL WORK WITH
Salesforce (or similar CRM platforms), QTC systems, BI & analytics tools, workflow automation platforms, AI-driven analytics tools
WHAT YOU’LL BRING
- 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
BONUS SKILLS
- Experience in SaaS, subscription renewals, or customer lifecycle operations
- Familiarity with BI tools, automation platforms, and customer success / renewals tooling
- Exposure to AI-driven analytics, predictive modeling, or automation
- Experience supporting global, multi-regional teams
SUCCESS IN THIS ROLE
- Improved Customer Success Manager experience and productivity
- Reduced operational friction and increased customer-facing time
- Increased predictability, early churn risk identification, and stronger forecast confidence
- Strong cross-functional alignment and reduced escalations
- High adoption of new processes, tools, and AI-driven capabilities
- Measurable improvements in customer success execution quality, consistency, and outcomes
WHAT YOU’LL GET
- 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
#LI-CC1
Additional Content
ROLE OVERVIEW
The Senior Renewals Operations Manager, Customer Success is a strategic, highly cross-functional role responsible for driving the effectiveness, scalability, and overall experience of the global Customer Success organization. Acting as a key operational partner to the VP of Customer Success, this role owns the end-to-end Customer Success Manager (CSM) experience—ensuring process excellence, data-driven execution, and operational consistency across regions.
Positioned at the center of the customer experience ecosystem, this role aligns Customer Success with Renewals, Support, Professional Services, and Sales to ensure a seamless, scalable, and predictable customer journey. The role leverages data, analytics, and AI-driven capabilities to improve retention, expansion, and overall customer outcomes. This is a high-impact individual contributor role with strong executive visibility.
WHAT YOU’LL DO
- Act as a trusted operational partner to Customer Success leadership, translating strategy into scalable execution
- Own and evolve the global Customer Success operating model, ensuring consistency and scalability across regions
- Drive the rhythm of the business (weekly, monthly, quarterly) to proactively identify churn risk and optimize performance
- Define and track KPIs and leading indicators to measure customer health, retention, expansion, and predictability
- Own and enhance the end-to-end Customer Success Manager (CSM) experience, improving workflows, tools, and processes
- Reduce operational friction and increase time spent on high-value customer engagement
- Drive cross-functional alignment with Renewals, Support, 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 identify churn risk, surface expansion opportunities, and improve predictability
- Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models
TECHNOLOGIES YOU’LL WORK WITH
Salesforce (or similar CRM platforms), QTC systems, BI & analytics tools, workflow automation platforms, AI-driven analytics tools
WHAT YOU’LL BRING
- 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
BONUS SKILLS
- Experience in SaaS, subscription renewals, or customer lifecycle operations
- Familiarity with BI tools, automation platforms, and customer success / renewals tooling
- Exposure to AI-driven analytics, predictive modeling, or automation
- Experience supporting global, multi-regional teams
SUCCESS IN THIS ROLE
- Improved Customer Success Manager experience and productivity
- Reduced operational friction and increased customer-facing time
- Increased predictability, early churn risk identification, and stronger forecast confidence
- Strong cross-functional alignment and reduced escalations
- High adoption of new processes, tools, and AI-driven capabilities
- Measurable improvements in customer success execution quality, consistency, and outcomes
WHAT YOU’LL GET
- 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
#LI-CC1