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Veeam Software, a market leader in data resilience and security posture management, is seeking an Associate Customer Success Specialist to join their team in Kuala Lumpur. This role operates within a pooled Customer Success model, providing scaled coverage for customers without a dedicated Named Customer Success Engineer.
You will monitor customer health using telemetry and dashboards, identifying usage, churn, and expansion triggers. Key responsibilities include conducting platform health checks, facilitating success sessions and quarterly business reviews (QBRs), and tracking improvements using Veeam's Data Resilience Maturity Model. You'll manage churn risk by building proactive protection plans, advocating for at-risk customers, and recommending alternative product configurations or modules.
Expansion is a core focus: you'll review consumption trends, identify upsell opportunities across Veeam's portfolio (Veeam Data Cloud, Backup & Replication, ONE, Recovery Orchestrator, Backup for Microsoft 365, and Kasten), and convert signals into qualified opportunities. You'll also capture customer feedback from exit interviews and synthesize learnings to improve scaled journey playbooks.
Collaboration is essential—you'll work closely with Sales, Marketing, and Customer Success Engineers to execute scaled campaigns, manage customer communications in Gainsight, and ensure data accuracy in reporting systems. The role focuses on Velocity and Commercial-Inside customer segments, requiring strong analytical skills to interpret health scores and consumption data, translate insights into clear success plans, and create customer-facing artifacts like case studies and best practices.
Required qualifications include 2–5 years in Customer Success operations or Program Management (ideally in data protection or cyber-resilience), a Bachelor's degree in Computer Science, Engineering, or related technical field, and proficiency with digital CS platforms like Gainsight, marketing automation tools like Marketo, and CRM systems like Salesforce. Working knowledge of Veeam products and strong communication skills are essential.
