Manager, Customer Success & Professional Services Japan

About the Role

The Manager, Customer Success & Professional Services is a strategic leadership role responsible for leading the Veeam Japan Professional Services & Customer Success teams to drive customer success, technical adoption, and long-term business value realization. This role combines people leadership, technical strategy, customer engagement, and operational excellence. You will be responsible for ensuring customers successfully deploy, adopt, optimize, and expand their use of Veeam solutions while building a high-performing team focused on customer outcomes, retention, and growth.

What You’ll Do

• Leadership & Team Development
  • 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
• Delivery & Customer Success Ownership
  • 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
• Solution & Engagement Leadership
  • 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
• Business & Cross-Functional Collaboration
  • 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
• Operational Excellence & Continuous Improvement
  • 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

What You’ll Bring

• 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