Senior Renewals Operations Manager, Customer Support

2 hours ago
Full-time
Senior
Customer and Technical Support
Veeam Software

Veeam Software

Veeam Software is the global leader in Backup that delivers Modern Data Protection, offering solutions for virtual environments, enterprises, small businesses, and service providers worldwide.

Internet Software & Services
1K-5K
Founded 2006
$500M raised

Description

  • Act as a trusted operational partner to Customer Technical Support leadership and translate strategy into scalable execution.
  • Own and evolve the global Customer Support operating model to ensure consistency and scalability across regions.
  • Drive weekly, monthly, and quarterly business rhythms to identify risks and optimize performance.
  • Define and track KPIs and leading indicators for support health, productivity, and predictability.
  • Own and improve the end-to-end Technical Support Engineer experience, including 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 support adoption of new processes, tools, and operating models.
  • Leverage data, analytics, and AI-driven capabilities to improve insights, predictability, and automation.
  • Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models.

Requirements

  • 6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or a similar field.
  • 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 and 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, such as Salesforce.
  • Ability to operate effectively in fast-paced, evolving environments.
  • Experience in SaaS, subscription renewals, or customer lifecycle operations is preferred.
  • Familiarity with BI tools, automation platforms, and support or renewals tooling is preferred.
  • Exposure to AI-driven analytics, predictive modeling, or automation is preferred.
  • Experience supporting global, multi-regional teams is preferred.

Benefits

  • Two weeks of paid vacation, 12 statutory holidays, plus 4 additional global VeeaMe Days for self-care.
  • 24 paid volunteer hours annually through Veeam Cares.
  • Paid parental leave: 8 days for fathers, 122 days for birthing parents, and 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 through the 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.
  • Learning and development opportunities through LinkedIn Learning, O’Reilly, mentoring, workshops, and Global Day of Learning events.

Interested in this position?

Apply directly on the company website

Apply Now

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