Senior Program Manager – Customer Experience 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 strategic and execution-focused Senior Program Manager – Post Sales Operations to join our Revenue Intelligence team. In this role, you will drive high-impact, cross-functional programs across our post-sales organization, including Renewals, Customer Success, Customer Support, and Professional Services.

You will partner closely with senior leadership to design and deliver initiatives that improve customer retention, drive expansion, and enhance operational efficiency in a SaaS environment. This is a highly visible individual contributor role, ideal for someone who thrives in complex environments, can influence without authority, and brings structure and clarity to ambiguous, high-priority work.

What You’ll Do

• Lead and manage end-to-end cross-functional programs from ideation through execution and delivery

• Drive initiatives that improve customer retention, renewals efficiency, and expansion outcomes

• Align multiple post-sales functions (Customer Success, Renewals, Support, Professional Services) to ensure seamless execution

• Partner with VP-level stakeholders to prioritize initiatives and drive alignment across teams

• Translate business needs into clear project plans, timelines, and executive-ready updates

• Define and track success metrics, including building and validating KPI frameworks

• Identify process gaps and operational inefficiencies, and lead initiatives to improve them

• Develop business cases for new programs, including expected impact, resources, and success criteria

• Ensure consistent communication, transparency, and stakeholder alignment throughout program lifecycles

• Track and validate business outcomes post-delivery, ensuring expected operational and revenue impact is achieved

• Collaborate with cross-functional partners such as Sales Operations, Finance, and Corporate Technology to ensure end-to-end alignment

• Mentor junior program managers or team members on best practices in program execution and planning

Technologies You’ll Work With

• Microsoft Excel and PowerPoint

• Project and program management tools (e.g., Jira, Asana, Smartsheet, or similar)

• Data analysis and reporting tools

• CRM and operational systems (e.g., Salesforce or similar platforms)

What You’ll Bring

• 5+ years of experience in program or project management, ideally in SaaS or technology environments

• Strong experience managing cross-functional, high-visibility initiatives

• Fluency in English with excellent written and verbal communication skills

• Intermediate to advanced Excel and PowerPoint skills, with the ability to analyze and present data clearly

• Strong organizational skills and ability to manage multiple concurrent programs

• Strategic mindset with a strong focus on execution and results

• Ability to influence stakeholders at all levels, including senior leadership, without direct authority

• Experience working across post-sales functions (Customer Success, Renewals, Support, or Services) is strongly preferred

Bonus Skills

• Experience in SaaS post-sales operations or revenue operations environments

• Familiarity with customer lifecycle metrics (retention, churn, expansion, renewals)

• Experience building business cases and defining KPI frameworks

• Exposure to process improvement methodologies or operational excellence initiatives

What You’ll Get

• Two weeks of paid vacation, 12 statutory holidays, plus 4 extra global VeeaMe Days for self-care and 24 paid volunteer hours annually

• Paid parental leave and family support benefits

• Medical, dental, and vision coverage for employees and dependents

• Mental health support and Employee Assistance Program

• Retirement and social security contributions

• Life insurance and disability coverage

• Daily cafeteria subsidy

• Learning and development opportunities through training platforms, mentoring, and global learning events

Please note: The position is based in San Jose, 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.

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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.

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