Veeam Software

Senior Renewals Operations Manager, Customer Support

Veeam Software

full-time

Posted on:

Location Type: Remote

Location: Costa Rica

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Job Level

Senior

About the role

  • 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

Requirements

  • 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
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analyticsKPI trackingpredictive modelingchange managementworkflow optimizationautomation
Soft Skills
cross-functional influenceanalytical mindsetpresentation skillsleadershipstrategic execution