Public summary
This role leads a team of Customer Success Engineers focused on driving measurable outcomes for customers using a leading data platform. Responsibilities include coaching and developing the team, setting standards for onboarding and adoption, resilience assessments, executive engagement, and renewal readiness. The position requires strong technical acumen in data protection, cloud infrastructure, and disaster recovery as well as experience engaging executive stakeholders and collaborating cross-functionally. This senior leadership role is located in Germany and involves managing customer success practices to ensure value realization and customer retention.
Location and work setup
- Location
- Remote, Germany
- Remote status
- Remote
- German requirement signal
- No German Required Detected
- Detected job language
- English
Responsibilities
Lead and develop a team of Customer Success Engineers to deliver high-quality outcomes. Set performance standards for onboarding, adoption, success planning, resilience assessments, executive reviews, and renewal risk mitigation. Drive technical expertise across relevant technologies including data platform, cloud, virtualization, storage, and automation. Establish and improve customer success plans, roadmaps, health checks, and executive communications. Monitor customer health and risk indicators, act as escalation point for strategic customers, and partner cross-functionally with sales, renewals, product, support, and professional services. Build scalable processes and continuous improvements in team operations, contributing to business growth and aligning team goals with retention and revenue objectives.
Qualifications
Eight or more years of customer-facing technical experience in enterprise IT, SaaS, data protection, backup and recovery, cloud, or related fields. At least three years of leadership experience managing technical teams in customer success or similar roles. Strong understanding of data protection technologies and enterprise infrastructure. Experience building and scaling customer success practices including onboarding, adoption, health scoring, executive reviews, and renewal readiness. Technical knowledge of virtualization, cloud platforms, storage, operating systems, scripting or automation, and disaster recovery best practices. Ability to engage executive stakeholders with clear business value communication. Preferred certifications include VMCE, AWS Solutions Architect, Microsoft Azure Administrator, or similar.