- Location
- Tokyo, Japan
- Workplace
- Remote
- Type
- full-time
- Department
- Customer Technical Support, Global 1001172
- Seniority
- Manager
- Experience
- 3+ years
- Industry
- Technology
- Category
- Customer Success
- Role type
- People Manager
- Environment
- Office
- Source
- Greenhouse
Description
Veeam is the Data and AI Trust Company, specializing in helping organizations ensure their data and AI are fully understood, secured, and resilient to enable the acceleration of safe AI at scale. As the market leader in both data resilience and data security posture management, Veeam is built for the convergence of identity, data, security, and AI risk. Headquartered in Seattle with offices in more than 30 countries, Veeam protects over 550,000 customers worldwide, who trust Veeam to keep their businesses running. Join us as we go fearlessly forward together, growing, learning, and making a real impact for some of the world’s biggest brands.
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, 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)
What You’ll Get
- 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
#LI-Hybrid #LI-EL1
Veeam Software is an equal opportunity employer and does not tolerate discrimination in any form on the basis of race, color, religion, gender, age, national origin, citizenship, disability, veteran status or any other classification protected by federal, state or local law. All your information will be kept confidential.
Personal data collected during the recruitment process will be processed in accordance with our Recruiting Privacy Notice, which explains how your information is collected, used, and handled in connection with hiring activities. By applying for this position, you consent to this processing.
By submitting your application, you confirm that the information provided, including any supporting documents, is complete and accurate to the best of your knowledge. Any misrepresentation, omission, or falsification may result in disqualification from consideration or, if discovered after employment begins, termination of employment.
