Senior Manager, Revenue Intelligence Operations, Customer Experience

Job Description

Senior Manager, Revenue Intelligence Operations, Customer Experience | Veeam

The Tone:
This is a full-time role at Veeam, located in a hybrid capacity in San Jose, Costa Rica. Veeam is a market leader in data resilience and data security posture management, focused on ensuring data and AI are understood, secured, and resilient. This Senior Manager position is crucial for leading a global team that provides critical insights and operational support for the Post Sales business, directly contributing to customer retention and revenue predictability. The role involves driving scalable execution across multiple functions and integrating AI and automation to make a significant impact on some of the world’s biggest brands.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – San Jose, Costa Rica

• Team: Leads a global team of 6 analysts and program managers, partnering with the Director of Revenue Intelligence Operations and Post Sales leadership.
• Mission: To improve renewal forecasting, strengthen reporting accuracy, and deliver programs that support customer retention and revenue predictability.
• Tech Stack: Salesforce, Microsoft Excel, data visualization principles, SQL, monday.com

What You’ll Actually Do
• Team Leadership: Lead, coach, and develop a global team of analysts and program managers supporting Renewals, Customer Success, and the Chief Customer organization.
• Operational Management: Manage a centralized intake and prioritization process for dashboards, reports, and analysis requests, balancing strategic initiatives with ad hoc business needs.
• Forecasting & Planning: Lead the implementation of renewal forecasting processes and forecast call cadences, providing reliable, timely visibility into pipeline, risks, and outcomes.
• Performance Reporting: Oversee executive dashboards, performance reporting, and tools that help predict churn, renewal risk, and expansion opportunities, presenting insights to senior leadership.
• Metric Governance: Define and maintain core Post Sales metrics, including renewal rate, churn, expansion, and bookings, ensuring alignment, validation, and accurate reporting across functions.

The Must-Haves
• Background: Manager-level professional with a deep understanding of Post Sales processes, including renewal forecasting, bookings, churn, and expansion metrics.
• Experience: 7+ years in Revenue Operations, Renewals Operations, Sales Operations, Business Analysis, or comparable roles, with 3+ years in people management, ideally leading distributed teams. Proven experience delivering insights to executive leadership and hands-on experience with CRM and quote-to-cash platforms like Salesforce in SaaS or subscription-based models.
• Skills: Strong analytical skills, including advanced Microsoft Excel proficiency and data visualization principles, experience defining business metrics and validation controls, and excellent communication, stakeholder management, and prioritization skills.
• Bonus: Experience defining business requirements and leading user acceptance testing for CRM/quote-to-cash implementations, exposure to AI-driven analytics or predictive modeling, familiarity with sales compensation and territory operations, working knowledge of SQL or data modeling, and experience with work management tools like monday.com.