Why This Job is Featured on The SaaS Jobs
This Senior Customer Success Renewals Representative role sits at the heart of a subscription business model, where revenue durability depends on disciplined renewals management and thoughtful expansion. In SaaS and adjacent cloud software, renewals work is increasingly intertwined with product adoption, stakeholder alignment, and commercial negotiation rather than simple contract processing. The remit across commercial and named accounts also signals exposure to accounts with varied buying patterns and decision cycles.
For a SaaS career, renewals is a strong proving ground for understanding retention levers, forecasting rigor, and how customer outcomes translate into bookings. The emphasis on early outreach, environment health checks, and cross functional coordination reflects how modern SaaS teams blend customer success with revenue operations. Experience negotiating at executive level and maintaining high CRM hygiene builds transferable capability for roles spanning account management, customer success leadership, and revenue focused go to market functions.
This position is best suited to professionals who prefer structured ownership of a book of business, are comfortable balancing outreach with analytical work, and can navigate complex customer conversations without heavy supervision. It will fit someone who enjoys measurable targets, steady operational cadence, and partnering with internal teams to resolve escalations and close commercial terms.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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
The Senior Customer Success Renewals Representative, Commercial/Named Accounts is responsible for the renewal of customer maintenance contracts in their assigned territory/segment; this includes providing quotes directly to customers and/or their assigned channel partners. The Customer Success Representative is responsible for ensuring the best customer experience as well as customer retention, with the customer success being number one objective. The Customer Success Representative is also responsible for upselling customers to premium services and for identifying opportunities for add-on sales of Veeam products. This position is focused on driving revenue bookings and overachieving quotas through retaining customers.
What You’ll Do
- Responsible for overachieving Quota tied to territory Renewal and Expansion goals
- Effectively manages Annual pipeline, by reaching out to customers 9 months or more before support expiration to perform customer's technical environment health check, and proactively provide support to customers to ensure full product and feature adoption
- Proactive engagement with customers with the goal to educate customers of new product features, additional products, tie it to the business outcomes, close renewals and grow account by selling and closing Upgrades and New Licenses
- Understand who the stake holders at the customer and at partner, what matters to them, and work backwards.
- Cold call customers with lapsed support, with the goal to reactivate support.
- Work cross functionally with Deal Desk, Legal Department, Sales and others to prepare Enterprise Renewals Agreements, Special Terms, Create NSQ’s
- Clearly communicate and sell complicated offers, internally and externally
- Effectively negotiate Renewals offers at the CxO level
- Accurate forecasting, business analysis and sharing insights
- Assisting customers with whatever is needed to ensure customer success, including but not limited to:
o Licensing Transfers (opening license cases, walking customer through the process, following up to ensure satisfactory resultion)
o Customer Support Ticket Assistance (Educating customers on how to open support tickets, Escalate support cases through prescribed processes, follow up to ensure support ticket is resolved to customer satisfaction) - Ensure appropriate support to Veeam’s channel partners, to successfully close renewal and additional licenses
- Accurate and timely records all activities on customer/partner record in Veeam's customer relationship management system (SalesForce.com)
- Impeccable Salesforce hygiene
- Manages inbound Renewal inquiries though different Renewals portals
- Prioritize workload in order to meet all KPIs, goals and objectives.
- Meet Daily/Weekly SLAs and maintain high Customer Satisfaction ratings
What You’ll Bring
- Minimum of 3 years relevant work experience is one or more of the following: Sales, Account Management, Customer Success Account Management, Renewals, Account Management
- Analytical skills, advanced usage of Excel
- Proven track record of overachievement of quota and KPIs
- Experienced with providing consulting or support to large scale, enterprise level accounts with technically complex configurations and high volumes of transactions/load
- Ability to effectively lead efforts to handle complex customer requests and escalations within a multi-functional team
- Good communication skills with demonstrated ability to effectively communicate and influence at all levels of an organization, including executive level
- Exceptional organizational skills with the proven ability to prioritize and multi-task to meet deadlines and quotas
- Ability to work in a semi-autonomous and fast-paced environment
- High-energy, motivated self-starter prepared to handle high number of email communications and out-bound telephone calls
- Experience compiling, querying, analyzing and reporting data
- Proficiency with SalesForce.com
- Understanding of the technology
What You’ll Get
- 15–21 annual vacation days, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares
- Private medical insurance for employees and eligible dependents, including hospital and surgical coverage, outpatient care, and mental health support
- Dental insurance for employees and dependents
- Life and personal accident insurance, including accidental death, disability, critical illness, and terminal illness
- Annual flexible spending allowance for health and wellbeing expenses
- 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
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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.
