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Regional Customer Success Leader

2 months ago

San Francisco, California, United States Cloudflare, Inc. Full time
About the Role

We are seeking an experienced Regional Customer Success Leader to lead our Customer Success organization in the Asia-Pacific Region based out of Singapore. This role will be responsible for driving measurable positive business outcomes, customer satisfaction, and retention and expansion across our customer base.

Key Responsibilities
  • Lead the Customer Success organization in Asia Pacific to drive customer satisfaction and retention and expansion.
  • Develop and execute a strategy for the entire customer lifecycle, mapping it to the Customer Value Journey that focuses on defining, tracking, and measuring business outcomes and value.
  • Build and execute an operating model and playbook to execute the Customer Success programs.
  • Develop and 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 Customer Success professionals.
  • Hire and nurture talent into our Customer Success 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 Customer Success program 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.
  • Facilitate thought leadership and establish close relationships with executives.
  • Build relationships with key customers and influencers.
  • Drive the executive sponsorship program to ensure tight connections and fast feedback loops with customers, influencers, and the Cloudflare executives team.
Requirements
  • Proven leader and motivator with deep experience building and leading growing Asia Pacific customer success organizations.
  • At least 15 years of experience in the SaaS/Cloud industry, with 10+ years in a leadership position in Customer Success.
  • 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.
  • 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. Bonus points for 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.