• 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.

Role Description The Customer Success Manager is responsible for building strong relationships, ensuring customer satisfaction, and making sure users have the tools, support, and resources necessary for success. This role includes: - Onboarding - Client support - Performance tracking - Partnering with cross-functional teams to improve services We are seeking a proactive, organized, and relationship-driven Customer Success Manager to support our growing operations. The ideal candidate is skilled in communication, problem-solving, and client relationship management. This role is fully remote and requires someone who can work independently and ensure smooth interactions with internal and external partners. Qualifications - 2–4 years of experience in Customer Success, Account Management, or related field - Excellent written and verbal communication skills - Strong problem-solving and organizational abilities - Ability to manage multiple accounts in a remote environment - Experience using CRM or customer support tools - Reliable internet connection and ability to work independently Requirements - Serve as the primary relationship manager for assigned customers - Conduct onboarding sessions and provide ongoing client support - Build and maintain strong relationships with key stakeholders - Track customer progress, usage, and engagement - Monitor customer satisfaction and identify improvement opportunities - Maintain accurate notes, documentation, and client communication records - Collaborate with Product, Support, and Leadership to resolve customer issues - Guide clients through best practices to ensure successful adoption - Identify renewal, expansion, and upsell opportunities when applicable - Provide clear, timely communication to both customers and internal teams Benefits - 100% remote position - Competitive compensation - Supportive and collaborative team environment - Opportunities for growth and long-term career development - Work that impacts real communities and strengthens public service Salary Range $90,000 – $120,000 USD per year, depending on experience.

• Serve as primary relationship manager and trusted advisor to Chief Risk Officers and senior risk executives at mortgage lenders, servicers, and investors (GSEs & non-agency). • Provide expert guidance on mortgage-specific regulatory compliance including QM/ATR, TRID, HMDA, and GSE credit risk transfer requirements. • Collaborate with mortgage underwriting teams to optimize loan decisioning processes and improve portfolio performance through FICO mortgage scoring solutions. • Partner with mortgage compliance officers to ensure FICO solutions meet fair lending, ECOA, and mortgage-specific consumer protection requirements • Develop mortgage risk-focused business cases demonstrating ROI through reduced buyback risk, improved loan quality, and regulatory compliance. • Provide thought leadership on emerging mortgage risk trends, regulatory changes, and GSE guideline updates through industry forums and publications. • Support mortgage model risk management including validation of credit scoring models, loss forecasting, and regulatory model documentation. • Collaborate with internal teams to address mortgage-specific regulatory inquiries, GSE audits, and examination requirements. • Analyze client mortgage risk appetite and recommend FICO solutions that align with agency guidelines, investor requirements, and risk tolerance. • Monitor GSE credit score requirements, pricing adjustments, and qualification changes to proactively advise clients on portfolio impacts. • Facilitate knowledge transfer on mortgage analytics, including credit risk layering, early payment default prevention, and loss mitigation strategies.

• Demonstrate a track record of leading CSM & Solutions team for Global 2000 clients • Guide your teams to effectively partner with C-suite stakeholders (CTO, CIO, CFO) • Drive the design of end-to-end enterprise GTM workflows • Build a team of "consultative experts" • Foster collaboration between Sales, Solutions, and Customer Success