Senior Technical Success Manager

We have an exciting opportunity for an experienced Senior Technical Success Manager to join our APAC Customer Success team supporting our managed services partners. As a key team member, you'll bring expertise in SaaS, managed services, and solution adoption. Your role is to ensure our Managed Service Providers (MSP) realise maximum value from our platforms and services by providing proactive guidance, embedding best practices, and acting as a trusted technical partner.

You will collaborate closely with MSP stakeholders, our Managed Service Provider (MSP) team, and internal product and engineering functions to drive adoption, retention, and growth across our managed services offerings.

Key Objectives:

• Accelerate MSP success by leading technical onboarding and managed service adoption programs.

• Build and maintain strong relationships with MSP technical teams, aligning to their business model and becoming a trusted advisor.

• Maximise SaaS platform utilisation and ensure managed services deliver measurable outcomes.

• Partner with the Commvault MSP team to support retention, renewals, and expansion opportunities.

• Provide product and service feedback to shape future SaaS, software and MSP capabilities.

How you will make an impact:

SaaS & MSP Onboarding:

• Lead MSP onboarding, including account configuration, data integration, and operational handover to the MSP.

• Develop tailored onboarding success plans that align technical delivery with MSP business outcomes.

Proactive Technical Advisory:

• Act as the primary technical contact for assigned MSPs.

• Recommend platform best practices, configuration optimisations, and managed service consumption strategies.

• Identify and mitigate risks to adoption or value realisation.

MSP Success & Growth:

• Monitor usage, subscription health, and MSP performance to drive continuous improvement.

• Deliver Executive Business Reviews highlighting ROI, service impact, and roadmap alignment.

• Collaborate with Commvault MSP team to identify upsell or cross-sell opportunities based on technical insights.

Cross-Functional Collaboration:

• Provide structured feedback to Product, Engineering, and Commvault MSP team to improve platform stability, features, and service delivery.

• Partner with Professional Services for complex deployments and with Support for escalated issues.

Enablement & Thought Leadership:

• Deliver technical workshops, webinars, and knowledge sessions to improve MSP self-sufficiency.

• Share MSP operational insights internally to strengthen our overall delivery model.

Who you are

• 5 years in a SaaS or MSP technical customer-facing role (Technical Account Manager, Solution Architect, or similar).

• Proven success driving solution adoption and retention in a subscription or managed service environment.

• Strong technical knowledge across cloud platforms, API integration and DevOps.

• Experience working with MSPs, including understanding SLAs, operational handovers, and service reporting.

• Strong problem-solving skills with a customer-first mindset and ability to influence at multiple stakeholder levels.

• Skilled at translating technical detail into business outcomes for executives and technical teams alike.

• Experience in matrix environments and collaborating across Sales, Product, and Service Delivery teams.

• Willingness to travel for key customer and partner engagements.

Meet the Leader:

Reporting to the Customer Success Lead, APAC – Graham Swift.

You'll love working here because:

• Opportunity to shape business outcomes for our MSPs.

• Work with cutting-edge cloud technologies in a service-led delivery model.

• Collaborative environment that values innovation, learning, and customer advocacy.

• Competitive compensation, bonus opportunities, and professional development.

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