Senior Renewals Operations Manager, Customer Support
veeamsoftware • Remote, Costa Rica
Posted: April 16, 2026
Job Description
ROLE OVERVIEW
The Senior Renewals Operations Manager, Customer Support is a strategic, highly cross-functional role responsible for driving the effectiveness, scalability, and overall experience of the global Customer Technical Support organization. Acting as a key operational partner to the VP of Customer Technical Support, this role owns the end-to-end Technical Support Engineer (TSE) experience—ensuring process excellence, data-driven execution, and operational consistency across regions.
Positioned at the center of the post-sales ecosystem, this role aligns Customer Support with Renewals, Customer Success, Professional Services, and Sales to ensure a seamless, scalable, and predictable customer experience. The role leverages data, analytics, and AI-driven capabilities to enhance performance, improve decision-making, and enable continuous improvement. This is a high-impact individual contributor role with strong executive visibility.
WHAT YOU’LL DO
- 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
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 support or renewals tooling
- Exposure to AI-driven analytics, predictive modeling, or automation
- Experience supporting global, multi-regional teams
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 Support is a strategic, highly cross-functional role responsible for driving the effectiveness, scalability, and overall experience of the global Customer Technical Support organization. Acting as a key operational partner to the VP of Customer Technical Support, this role owns the end-to-end Technical Support Engineer (TSE) experience—ensuring process excellence, data-driven execution, and operational consistency across regions.
Positioned at the center of the post-sales ecosystem, this role aligns Customer Support with Renewals, Customer Success, Professional Services, and Sales to ensure a seamless, scalable, and predictable customer experience. The role leverages data, analytics, and AI-driven capabilities to enhance performance, improve decision-making, and enable continuous improvement. This is a high-impact individual contributor role with strong executive visibility.
WHAT YOU’LL DO
- 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
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 support or renewals tooling
- Exposure to AI-driven analytics, predictive modeling, or automation
- Experience supporting global, multi-regional teams
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