Manager, Customer Success – Professional Services

Role Overview

• Lead, coach, and develop the Professional Services & Customer Success teams to achieve high performance and career growth
• Set clear goals, provide regular feedback, and drive a strong culture of accountability and collaboration
• Support hiring, onboarding, and capability development within the team
• Own customer success outcomes across strategic accounts, ensuring customers realize maximum value from Veeam solutions
• Oversee the successful delivery of professional services engagements, ensuring quality, timeliness, and customer satisfaction
• Drive customer adoption, retention, satisfaction, and expansion opportunities
• Act as an escalation point for complex technical or delivery challenges
• Build strong relationships with key stakeholders and executive sponsors on the customer side
• Guide solution architecture, design validation, and delivery approaches for complex customer environments
• Review and contribute to proposals and Statements of Work (SOW), ensuring technical and commercial alignment
• Ensure accurate effort estimation, project planning, and risk management across engagements
• Support solution design discussions and provide strategic technical direction for complex customer environments
• Partner closely with Sales, Pre-Sales, and Technical Support teams to identify growth and expansion opportunities
• Support strategic customer engagements and contribute to account planning
• Establish and drive best practices, frameworks, and standardization across delivery teams
• Monitor key performance metrics (utilization, delivery quality, customer satisfaction) and drive improvements
• Drive continuous improvement initiatives across processes, documentation, and knowledge management

Requirements

• Minimum 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 complex projects, stakeholders, and multiple concurrent 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 comparable backup and recovery technologies is highly desirable
• Exposure to cloud platforms (AWS, Azure, or similar) and hybrid environments
• Excellent stakeholder management and communication skills
• Ability to operate in a fast-paced, matrixed, and global environment
• Business-level Japanese and conversational English (for global collaboration)

Tech Stack

• AWS
• Azure
• Cloud
• VMware

Benefits

• Paid annual leave plus 4 extra 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 to learn and grow through on-demand libraries (LinkedIn Learning, O’Reilly), mentoring, workshops, and learning events like our annual Global Day of Learning