Senior Renewals Operations Manager, Customer Support

Company: Veeam Software
Industry: Customer Success
Location: Costa Rica

<p>Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.</p>
<strong>ROLE OVERVIEW</strong>
<p>The <strong>Senior Renewals Operations Manager, Customer Support</strong> 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.</p>
<p>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.</p>
<strong>WHAT YOU’LL DO</strong>
<ul>
<li>Act as a trusted operational partner to Customer Technical Support leadership, translating strategy into scalable execution</li>
<li>Own and evolve the global Customer Support operating model, ensuring consistency and scalability across regions</li>
<li>Drive the rhythm of the business (weekly, monthly, quarterly) to proactively identify risks and optimize performance</li>
<li>Define and track KPIs and leading indicators to measure support health, productivity, and predictability</li>
<li>Own and enhance the end-to-end Technical Support Engineer (TSE) experience, improving workflows, tools, and processes</li>
<li>Reduce operational friction and increase time spent on high-value customer interactions</li>
<li>Drive cross-functional alignment with Renewals, Customer Success, Professional Services, Sales, Finance, and Systems teams</li>
<li>Lead change management initiatives to ensure adoption of new processes, tools, and operating models</li>
<li>Leverage data, analytics, and AI-driven capabilities to deliver insights, improve predictability, and enable automation</li>
<li>Partner with systems and analytics teams to build scalable reporting, workflows, and predictive models</li>
</ul>
<strong>TECHNOLOGIES YOU’LL WORK WITH</strong>
<p>Salesforce (or similar CRM platforms), QTC systems, BI & analytics tools, workflow automation platforms, AI-driven analytics tools</p>
<strong>WHAT YOU’LL BRING</strong>
<ul>
<li>6+ years of experience in Sales Operations, Renewals Operations, Customer Success Operations, or similar</li>
<li>ENGLISH BILINGUAL</li>
<li>Strong cross-functional influence and ability to drive outcomes without direct authority</li>
<li>Experience working with senior leadership and presenting executive-ready insights</li>
<li>Deep understanding of post-sales, renewals workflows, data, and systems</li>
<li>Strong analytical mindset with the ability to translate insights into action</li>
<li>Proven ability to drive complex initiatives from ideation to execution</li>
<li>Advanced proficiency with CRM and sales operations tools (e.g., Salesforce)</li>
<li>Ability to operate effectively in fast-paced, evolving environments</li>
</ul>
<strong>BONUS SKILLS</strong>
<ul>
<li>Experience in SaaS, subscription renewals, or customer lifecycle operations</li>
<li>Familiarity with BI tools, automation platforms, and support or renewals tooling</li>
<li>Exposure to AI-driven analytics, predictive modeling, or automation</li>
<li>Experience supporting global, multi-regional teams</li>
</ul>
<strong>WHAT YOU'LL GET</strong>
<ul>
<li>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</li>
<li>Paid parental leave: 8 days for fathers, 122 days for birthing parents, 92 days for adoptive parents</li>
<li>Medical, dental, and vision coverage fully funded through INS Premium for employees and dependents</li>
<li>Mental health support, therapy sessions, and virtual care via our Employee Assistance Program</li>
<li>Retirement and social security contributions through Costa Rica’s statutory programs</li>
<li>Life insurance equal to 24x monthly salary, plus disability and funeral coverage</li>…