Director, Professional Services & Customer Success - Japan

Available Location: Tokyo, Japan
About the department
We've built high-performing Customer Success (CS) & Professional Services (PS) organizations, and we're looking for an experienced CS & PS Leader for the Japan region to lead this team through Cloudflare's next phase of growth in the Asia-Pacific Region based out of Tokyo. This new leader will augment our existing organization by challenging assumptions, mapping customer journey pathways, further developing the team, enhancing our methodology to include a balance of retention and expansion, and ensuring operational excellence required to achieve measurable positive business outcomes for our customers and Cloudflare. This includes, but isn't limited to, driving onboarding, adoption, retention, expansion, advocacy & outcome based PS services. The ideal candidate will have significant experience managing and maturing CS & PS teams at high-growth technology companies, working across a wide range of customer types and industries. Cybersecurity &/or Network Infrastructure focused company experience is required.
As the leader of the CS/PS team in Japan, you will collaborate internally and externally to engage, measure and guide customers to value realization. You must be comfortable both consulting and negotiating across multiple client levels and possess a solid foundation and understanding of their business objectives. You will inspire and guide our team and our customers towards the adoption of Cloudflare's platform as the foundation of their network infrastructure.
This role will report directly to the CS&PS VP for the APJC region based out of Sydney with a dotted line reporting construct to Geo VP for Japan based in Tokyo.
What you'll do

• Lead the CS & PS organizations in Japan who are responsible for driving measurable positive business outcomes, customer satisfaction and retention / expansion across our customer base as well as paid Professional Services engagements.
• Oversee the strategy and planning for the entire customer lifecycle, and mapping it to the Customer Value Journey that focuses on defining, tracking and measuring business outcomes and value.
• Build the operating model and playbooks to execute the CS/PS programs. Execute an ongoing program for measuring Customer Satisfaction, building upon and improving the current efforts already in place.
• Define and mature an organizational structure for scale that does not sacrifice our high standard of excellence when providing support to customers.
• Manage, coach, and mentor a team of talented and ambitious CS & PS professionals.
• Hire and nurture talent into our organization that is equipped to meet the demands of our rapidly evolving business and customer base.
• Work closely with Sales and Marketing on customer advocacy programs.
• Shape our CS & PS programs commensurate to the level of effort required to drive customer satisfaction.
• Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes.
• Prioritize and funnel customer feedback to the Customer Experience and Product Management team to optimize the whole service experience with Cloudflare.
• Facilitating thought leadership, and establishing close relationships with executives
• Build relationships with key customers and influencers.
• Support the executive sponsorship program to ensure tight connections and fast feedback loops with customers, influencers and the Cloudflare executives team.

Desirable skills, knowledge and experience

• Proven leader and motivator, with deep experience building and leading growing Japan CS & PS organizations.
• At least 10 years experience in the SaaS/Cloud industry, with 5 + years in a leadership position in CS & PS in Japan - Additional experience outside of Japan is a plus.
• Experience in organizations with a complex, strategic sale, where best practices AND technology define a customer's success.
• Significant experience working with large enterprises.
• Experience managing NPS and Dollar-based Net Retention (DNR) in a high-growth environment.
• Exposure to Customer Success programs that focus on delivering measurable business outcomes and value.
• Exposure to Professional Services programs & service offerings focused on delivering measurable outcomes engagements that meet the needs of our largest customers.
• Has driven organizations through rapid growth and global expansion at scale, and understands the criticality of operational excellence.
• Experience working for a B2B SaaS and Cloud company that has scaled successfully through rapid growth.
• Excellent people management skills; high empathy and consideration for team morale and individual career progression.
• Experience building and scaling world-class teams; experience hiring, on-boarding, and training.
• Previous experience with infrastructure technology or network infrastructure experience.
• Possess strong presentation, verbal and written communication skills and command credibility with senior executives
• Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog in difficult conversations.
• Proven effectiveness at leading and facilitating executive meetings and workshops
• Demonstrated leadership abilities to lead business discussions with customers and architect the value of our solution
• Entrepreneurial, unafraid to roll-up sleeves, get it done and "lead from the front"
• Experience serving in a CSP (Cloud Service Platform), Security and Networking company will be a huge plus
• Bachelor's degree or equivalent required. Master's degree or equivalent preferred.
• Excellent verbal and written communication and fluency in English and Japanese are a must.