About the department

We’ve built a high-performing Customer Success organization, and we're looking for an experienced Regional Customer Success Leader to lead this team through next phase of growth across Japan. 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 This includes, but isn’t limited to, driving onboarding, adoption, retention, expansion, and advocacy. The ideal candidate will have significant experience managing and maturing Customer Success teams at high-growth SaaS companies, working across a wide range of customer types and industries.

As the leader of the Japan Customer Success 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  platform as the foundation of their networking and security infrastructure.

What you'll do

• Lead the Japan Customer Success organization, driving measurable positive business outcomes, customer satisfaction and retention and expansion across our customer base.
• Oversee the strategy and planning for the entire customer lifecycle, mapping it to the Customer Value Journey that focuses on defining, tracking and measuring business outcomes and value.
• Build the operating model and playbook to execute the Customer Success 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 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 culture 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.
• Drive the executive customer engagement programs to ensure tight connections and fast feedback loops with customers, influencers and the  executive team.

Requirements

Examples of desirable skills, knowledge and experience

• Global leader with fifteen years in SaaS/Cloud companies and over ten years in a Customer Success leadership role is essential
• Experience overseeing more than $500M in ARR
• Proven leader and motivator with deep experience building and leading growing customer success organization
• Experience serving in a CSP (Cloud Service Platform), Security and Networking company will be a huge plus
• Experience in organizations with a complex, strategic sale, where best practices and technology define a customer’s success.
• Significant experience interfacing and working with large strategic enterprise customers.
• Experience managing NPS and Dollar-based Net Retention (DNR) in a high-growth environment.
• Has driven organizations through rapid growth and global expansion at scale, and understands the criticality of operational excellence.
• Excellent people management skills; high empathy and consideration for team morale and individual career progression.
• Passion for recruiting, building and scaling world-class teams
• 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”
• Bachelor’s degree or equivalent required. Master’s degree or equivalent preferred.