Role Description Customer Success is the core differentiator between ParallelDots and its competitors — and this role sits at the heart of it. As a Senior Customer Success Manager, you will own the end-to-end post-sales experience for a portfolio of enterprise clients, managing complex AI projects with contracts running into hundreds of thousands of dollars. This role sits at the confluence of sales, product, engineering, data science, and data operations — giving you unmatched exposure to business context, technology, and client relationships. We are looking for leaders who bring ownership, initiative, and a bias for action as we head into years of strong growth. Qualifications - 2–3 years of hands-on experience as a Customer Success Manager in a B2B enterprise SaaS company, with direct client-facing and project management responsibilities. - Demonstrated ownership of renewal, retention, or expansion targets with a strong track record of results. - Background in business consultancy or client success is preferred; MBA from a top institute or equivalent startup leadership experience is a plus. Requirements - Proven ability to build, maintain, and influence relationships with executive decision-makers and multi-stakeholder organizations. - Data-driven approach to deriving insights and defining actionable strategies; strong command of Excel (mandatory) and working knowledge of SQL (preferred). - Exceptional written and verbal communication skills with the ability to navigate difficult conversations and complex scenarios with clarity and composure. - Strong understanding of customer success metrics (adoption, retention, NRR, forecast accuracy) and the ability to balance customer needs with business objectives. - High level of organization and prioritization; comfortable managing multiple complex customer journeys simultaneously in a fast-paced environment. Benefits - Drive product adoption, value realization, and measurable customer success across your portfolio. - Own renewal and expansion targets — maintaining high forecast accuracy, managing renewal pipelines, and identifying cross-sell and upsell opportunities within the existing customer base. - Proactively identify churn risks and execute structured mitigation strategies to maintain high gross and net revenue retention. - Monitor project health KPIs, customer satisfaction, license utilization, and engagement indicators; drive corrective action where needed. - Maintain accurate account data, renewal forecasts, and health scores in CRM systems. - Contribute to the continuous improvement of Customer Success playbooks, operating models, and scaled engagement processes (e.g., onboarding refreshers, feature enablement sessions). - Forecast capacity requirements and support hiring decisions for the cluster. - Manage team priorities and escalate customers to higher-touch engagement models when warranted. - Partner with Support and Product teams to resolve issues impacting customer satisfaction and renewals. Company Description Customer Success is the core differentiator between ParallelDots and its competitors — and this role sits at the heart of it.

• Make it your mission to create an exceptional Passport experience for our customers, ensuring they realize the full value of Passport and additional products • Work closely with our Head of Strategic Accounts and Vice President of Customer Success on enterprise-level account opportunities for partnership and growth that will be aligned to you. This will include being aligned with their strategy during the sales process through onboarding. • Manage the day-to-day activities for supporting our clients leveraging in-country fulfillment services from Passport • Coordinate with the larger Success organization to align growth strategies and project plans for our top performing accounts • Serve as a go-to resource for your customers needs and pain points • Travel to client sites to build relationships with key customer stakeholders • Collaborate with product and engineering to develop product enhancements and data stories to support your customers • Contribute to internal processes and workflow documents for successful customer engagement and management, and work cross-functionally within Passport to deploy them • Become an expert on the Passport product, while keeping up with industry trends and news

• Own the end-to-end customer journey for SMB clients • Manage customer onboarding and long-term success • Handle customer support inquiries and interactions • Influence tools and standards for customer support • Play a key role in the digital customer success program

• Monitor data risk and vulnerabilities using telemetry and recurring touchpoints; conduct platform health checks and report trends, applying the Veeam Data Resilience Maturity Model (DRMM) to track improvements. • Plan and facilitate success sessions and QBRs; review business outcomes and align them to product adoption; highlight ROI achieved and potential gains with additional modules or seats. • Manage churn risk by building proactive protection plans; advocate for customers; recommend alternative products or configurations for at-risk accounts; launch CSAT surveys; coordinate customer case studies. • Identify and articulate expansion opportunities; review consumption trends; schedule expansion checkpoints with or without Account Executive (AE) coordination; convert signals into qualified opportunities. • Connect adoption recommendations across VDC and adjacent offerings (Veeam Backup & Replication, Veeam ONE, Veeam Recovery Orchestrator, Veeam Backup for Microsoft 365, Kasten by Veeam) to maximize resilience, visibility, and orchestrated recovery outcomes. • Capture feedback from exit interviews for churned customers (cloud reliability, latency, user experience); synthesize learnings to improve scaled journeys and program playbooks. • Collaborate with Sales, Marketing, and CSEs to execute scaled campaigns and journeys that increase utilization, adoption, and customer health; ensure updates are reflected in Gainsight and reporting. • Operate within a pooled coverage model focused on Velocity and Commercial–Inside segments for customers without a Named CSE.