Manager, Customer Success – Professional Services

This is a fully remote position, open to applicants in Japan.

📋 Description

• Lead, mentor, and nurture the Professional Services & Customer Success teams to achieve exceptional performance and career advancement.

• Establish clear objectives, deliver consistent feedback, and foster a robust culture of accountability and teamwork.

• Assist in recruitment, onboarding, and skill enhancement within the team.

• Take ownership of customer success outcomes for strategic accounts, ensuring clients derive maximum value from Veeam solutions.

• Supervise the effective execution of professional services engagements, ensuring quality, punctuality, and customer satisfaction.

• Propel customer adoption, retention, satisfaction, and growth opportunities.

• Serve as a point of escalation for intricate technical or delivery issues.

• Cultivate strong relationships with key stakeholders and executive sponsors on the client side.

• Guide the architecture, design validation, and delivery methodologies for complex customer environments.

• Review and contribute to proposals and Statements of Work (SOW), ensuring alignment on both technical and commercial aspects.

• Ensure precise effort estimation, project scheduling, and risk management across engagements.

• Facilitate solution design discussions and offer strategic technical guidance for complex customer scenarios.

• Collaborate closely with Sales, Pre-Sales, and Technical Support teams to uncover growth and expansion possibilities.

• Support strategic customer interactions and take part in account planning.

• Establish and promote best practices, frameworks, and standardization across delivery teams.

• Track key performance indicators (utilization, delivery quality, customer satisfaction) and drive enhancements.

• Lead continuous improvement initiatives across processes, documentation, and knowledge management.

⛳️ Requirements

• At least 3+ years of experience leading technical customer-facing teams, including TAMs, Customer Success Engineers, Consultants, or Professional Services teams.

• Strong background in professional services, consulting, or technical account management.

• Experience managing intricate projects, stakeholders, and multiple simultaneous engagements.

• Solid understanding of virtualization technologies (VMware, Hyper-V).

• Strong knowledge of storage and backup architectures (NetApp, Dell, HPE, etc.).

• Hands-on experience with Veeam or similar backup and recovery technologies is highly desirable.

• Familiarity with cloud platforms (AWS, Azure, or similar) and hybrid environments.

• Excellent stakeholder management and communication abilities.

• Capable of functioning in a fast-paced, matrixed, and global environment.

• Business-level Japanese and conversational English (for global collaboration).

🏝️ Benefits

• Paid annual leave plus 4 additional global VeeaMe Days for self-care and 24 paid volunteer hours annually through Veeam Cares.

• Flexible Spending Allowance (FSA) for medical, dental, vision, wellness, fitness, and tech-related expenses.

• Opportunities for learning and growth through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning.