Head of Customer Success, APJC

Posted 16 Hours Ago
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Australia
Expert/Leader
Cloud • Information Technology • Security • Software • Cybersecurity
Helping Build a Better Internet
The Role
The Head of Customer Success for APJC will lead high-performing teams, enhancing methodologies for customer onboarding, retention, and expansion, while ensuring operational excellence. Responsibilities include managing strategies for the customer lifecycle, coaching staff, collaborating with various departments, and fostering customer relationships to drive positive outcomes.
Summary Generated by Built In

About the department
We've built high-performing Customer Success (CS) & Professional Services (PS) organizations, and we're looking for an experienced Theater CS & PS Leader to lead this team through Cloudflare's next phase of growth in the Asia-Pacific Region (incl. Japan & China) (APJC) based out of Singapore or Sydney. 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, 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.
What you'll do

  • Lead the CS & PS organizations in APJC 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.


Examples of desirable skills, knowledge and experience

    • Proven leader and motivator, with deep experience building and leading growing APJC CS & PS organizations.
    • At least 15 years experience in the SaaS/Cloud industry, with 10+ years in a leadership position in CS & PS.
    • 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 &r 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.

Top Skills

Cloud
SaaS
The Company
HQ: San Francisco, CA
3,900 Employees
Hybrid Workplace
Year Founded: 2010

What We Do

Cloudflare, Inc. (NYSE: NET) is the leading connectivity cloud company on a mission to help build a better Internet. It empowers organizations to make their employees, applications and networks faster and more secure everywhere, while reducing complexity and cost. Cloudflare’s connectivity cloud delivers the most full-featured, unified platform of cloud-native products and developer tools, so any organization can gain the control they need to work, develop, and accelerate their business.

Powered by one of the world’s largest and most interconnected networks, Cloudflare blocks billions of threats online for its customers every day. It is trusted by millions of organizations – from the largest brands to entrepreneurs and small businesses to nonprofits, humanitarian groups, and governments across the globe.

Why Work With Us

Cloudflare employees come from all walks of life. We are mission-driven, and our team is energized by a collaborative, creative environment that celebrates our differences and fosters new ways to grow together.

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Cloudflare Offices

Hybrid Workspace

Employees engage in a combination of remote and on-site work.

We are committed to developing a global team that is distributed with a flexible working approach. Doing this equitably and inclusively is essential to our success. Visit our careers site for more on 'How & Where We Work.'

Typical time on-site: Flexible
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