Senior Manager, Revenue Intelligence Operations, Customer Experience

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 terr