Senior Manager, Customer Experience Revenue Intelligence Operations

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.

About the Role

We are looking for a Senior Manager, Revenue Intelligence Operations, Customer Experience to join Veeam in Costa Rica. You will lead a global team of 6 analysts and program managers that provides the insights, reporting, and operational support behind our Post Sales business.

As a close operational partner to the Director of Revenue Intelligence Operations and Post Sales leadership, you will help improve renewal forecasting, strengthen reporting accuracy, and deliver programs that support customer retention and revenue predictability.

Working across Renewals, Customer Success, Support, Sales, Finance, and Systems, you will bring together people, data, processes, and technology to drive scalable execution. You will establish trusted metrics, prioritize reporting and analysis requests, and guide the team in integrating AI and automation into its daily work. This is a people leadership role with significant executive visibility.

This position may be performed remotely from within Costa Rica, with attendance at stakeholder meetings in the San José office as needed.

What You’ll Do

• Lead, coach, and develop a global team of analysts and program managers supporting Renewals, Customer Success, and the Chief Customer organization.

• Set clear priorities, ownership, and performance expectations while balancing workloads and supporting individual development.

• Manage a centralized intake and prioritization process for dashboards, reports, and analysis requests, balancing strategic initiatives with ad hoc business needs.

• Lead the implementation of renewal forecasting processes and forecast call cadences, providing reliable, timely visibility into pipeline, risks, and outcomes.

• Oversee executive dashboards, performance reporting, and tools that help predict churn, renewal risk, and expansion opportunities.

• Present performance insights, risk assessments, and actionable recommendations to senior leadership in clear, executive-ready formats.

• Define and maintain core Post Sales metrics, including renewal rate, churn, expansion, and bookings, aligning definitions across Renewals, Finance, and Sales.

• Establish validation and reconciliation controls, improve CRM data quality, and document metric logic, data sources, and business rules to ensure accurate, auditable reporting.

• Oversee analysis supporting incentive programs, quota exceptions, and territory and assignment changes in partnership with Sales Operations and Compensation teams.

• Represent Post Sales in CRM and quote-to-cash initiatives by defining business requirements, leading user acceptance testing, assessing risks, and supporting user adoption.

• Drive automation and practical AI adoption across analysis, documentation, reporting, and operational workflows, with appropriate data governance and validation.

• Lead cross-functional initiatives such as renewal automation, product lifecycle and migration programs, and Post Sales playbooks that support retention and expansion.

• Partner with the Director of Revenue Intelligence Operations and functional leaders on strategic and annual planning, including territory and coverage design.

• Track improvements in forecast reliability, request delivery, system adoption, manual effort, and team engagement.

What You’ll Bring

• 7+ years of experience in Revenue Operations, Renewals Operations, Sales Operations, Business Analysis, or a comparable discipline.

• 3+ years of people management experience, ideally leading distributed or multi-regional teams.

• Proven experience delivering analysis, insights, and recommendations to senior and executive leadership.

• A deep understanding of Post Sales processes, including renewal forecasting, bookings, churn, and expansion metrics.

• Hands-on experience with CRM and quote-to-cash platforms, such as Salesforce, and the underlying Post Sales data structures.

• Strong analytical skills, including advanced Microsoft Excel proficiency and a working knowledge of data visualization principles.

• Experience defining business metrics and establishing validation controls that support accurate, consistent reporting.

• Excellent communication, stakeholder management, and prioritization skills, with the ability to manage competing requests across functions.

• Experience working in SaaS or subscription-based business models.

• A hands-on leadership approach that combines people development, operational execution, and continuous improvement.

Bonus Skills

• Experience defining business requirements and leading user acceptance testing for a CRM or quote-to-cash implementation or migration.

• Exposure to AI-driven analytics, automation, or predictive modeling in a revenue operations environment.

• Familiarity with sales compensation, quota administration, and territory operations.

• Working knowledge of SQL or data modeling.

• Experience using work management tools, such as monday.com, to manage intake, prioritization, and delivery.

What You’ll Get

• Unlimited paid time off, plus 3 global VeeaMe Days for self-care

• Paid parental leave: 8 weeks for all parents, 16 weeks for birthing parents

• Medical, dental, and vision coverage from day one

• Mental health support, therapy sessions, and digital wellness tools via SupportLinc EAP

• 401(k) retirement plan with matching contributions up to annual limits

• Fertility, adoption, and surrogacy support through Maven, plus paid volunteer time

• AirVet: 24/7 virtual veterinary care at no cost

• Legal services, identity protection, and supplemental health insurance options

• Tax-advantaged spending accounts for healthcare, dependent care, and commuting

• Professional training and education, including courses and workshops, internal meetups, and unlimited access to our online learning platforms (LinkedIn Learning, Athena, O’Reilly) and mentoring through our MentorLab program

Please note: The position is based in San José, Costa Rica. If the applicant is permanently located outside of Costa Rica, Veeam reserves the right to decline the application. All applications must be submitted in English.

Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.

Personal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice, which explains how your information is collected, used, and handled in connection with hiring activities. By applying for this position, you consent to this processing.

By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.