Director, Professional Services & Customer Success Japan

Available Location: Tokyo Japan

About the department

Weve built high-performing Customer Success (CS) & Professional Services (PS) organizations and were looking for an experienced CS & PS Leader for the Japan region to lead this team through Cloudflares 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 isnt 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 Cloudflares 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 youll 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 customers 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
• Bachelors degree or equivalent required. Masters degree or equivalent preferred.
• Excellent verbal and written communication and fluency in English and Japanese are a must.

What Makes Cloudflare Special

Were not just a highly ambitious large-scale technology company. Were a highly ambitious large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014 weve equipped more than 2400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work technology already used by Cloudflares enterprise customers--at no cost.

Athenian Project: In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Heres the deal - we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something youd like to be a part of Wed love to hear from you!

This position may require access to information protected under U.S. export control laws including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

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