Head of Customer Success, APJC

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. 

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! 

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 organiza