Associate Enterprise Customer Success Specialist

About the role

Veeam, the Data and AI Trust Company headquartered in Seattle, seeks an Associate Enterprise Customer Success Specialist in Bangalore, India. The role operates in a pooled Success model to provide scaled coverage for customers without a Named Customer Success Engineer, responding to usage, churn, and expansion triggers from the customer health dashboard. Day-to-day work includes monitoring data risk and vulnerabilities, conducting platform health checks, planning and facilitating success sessions and QBRs, managing churn risk, identifying expansion opportunities, and collaborating with Sales, Marketing, and CSEs to execute scaled campaigns across Veeam Data Cloud and related offerings.

What you’ll do

• Monitor data risk and vulnerabilities using telemetry and recurring touchpoints; conduct platform health checks and report trends, applying the Veeam Data Resilience Maturity Model (DRMM) to track imp
• Plan and facilitate success sessions and QBRs; review business outcomes and align them to product adoption; highlight ROI achieved and potential gains with additional modules or seats
• Manage churn risk by building proactive protection plans; advocate for customers; recommend alternative products or configurations for at-risk accounts; launch CSAT surveys; coordinate customer case s
• Identify and articulate expansion opportunities; review consumption trends; schedule expansion checkpoints with or without Account Executive (AE) coordination; convert signals into qualified opportuni
• Connect adoption recommendations across VDC and adjacent offerings to maximize resilience, visibility, and orchestrated recovery outcomes
• Capture feedback from exit interviews for churned customers; synthesize learnings to improve scaled journeys and program playbooks
• Collaborate with Sales, Marketing, and CSEs to execute scaled campaigns and journeys that increase utilization, adoption, and customer health; ensure updates are reflected in Gainsight and reporting
• Operate within a pooled coverage model focused on Velocity and Commercial–Inside segments for customers without a Named CSE

What you’ll bring

• 2–5 years in Customer Success operations or Program Management, ideally within data protection or cyber-resilience solutions
• Bachelor’s degree in Computer Science, Electrical Engineering, or a related technical field
• MBA preferred with prior experience at a technical company
• Proficiency with digital CS platforms (e.g., Gainsight), marketing automation tools (e.g., Marketo), and scaled journey execution
• Working knowledge of Veeam offerings: Veeam Data Cloud and at least one of Veeam Backup & Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, or Kasten by Veeam
• Strong analytical skills to interpret telemetry, health scores, and consumption data
• Experience facilitating QBRs, building ROI narratives, and creating customer-facing artifacts (e.g., case studies, best practices)
• Effective communication and stakeholder management skills; comfortable collaborating across Sales, Marketing, and Customer Success functions

Nice to have

Familiarity with CRM (e.g., Salesforce) and BI/reporting is a plus

Skills

Benefits

• 18 paid vacation days, plus three global VeeaMe Days for self-care and 24 volunteer hours annually
• Private medical coverage for you and up to four dependents
• Life, accident, and disability insurance with enhanced coverage
• Wellbeing allowance for physical and mental wellness
• Free confidential counselling and coaching via Employee Assistance Programme (EAP)

Education

Bachelor’s degree in Computer Science, Electrical Engineering, or a related technical field; MBA preferred with prior experience at a technical company.