Director, Professional Services & Customer Success (Cybersecurity, Network Infrastructure)

TL;DR

Director, Professional Services & Customer Success (Cybersecurity, Network Infrastructure): Leading and maturing Customer Success and Professional Services organizations in Japan with an accent on driving measurable positive business outcomes, customer satisfaction, and retention/expansion. Focus on developing operational models, enhancing methodologies for scale, and fostering adoption of hirify.global’s platform.

Location: Onsite in Tokyo, Japan

Company

hirify.global is a high-growth technology company on a mission to help build a better Internet by providing network infrastructure and cybersecurity solutions.

What you will do

• Lead CS & PS organizations in Japan to drive positive business outcomes, customer satisfaction, retention, and expansion, as well as paid Professional Services engagements.
• Oversee the strategy and planning for the entire customer lifecycle, focusing on defining, tracking, and measuring business outcomes and value.
• Build operating models and playbooks for CS/PS programs and execute ongoing customer satisfaction measurements.
• Define and mature an organizational structure for scale that maintains high standards of excellence.
• Manage, coach, and mentor a team of talented CS & PS professionals, and hire new talent.
• Partner with internal teams (Sales, Marketing, Engineering, Product, Support) to ensure positive customer outcomes and funnel feedback.

Requirements

• Excellent verbal and written communication and fluency in English and Japanese are a must.
• Proven leader with deep experience building and leading growing CS & PS organizations in Japan.
• At least 10 years of experience in the SaaS/Cloud industry, with 5+ years in a leadership position in CS & PS in Japan.
• Experience in organizations with complex, strategic sales and significant experience working with large enterprises.
• Experience managing NPS and Dollar-based Net Retention (DNR) in a high-growth environment.
• Previous experience with infrastructure technology or network infrastructure, especially in a CSP, Security and Networking company.

Nice to have

• Master’s degree or equivalent preferred.

Culture & Benefits

• Mission-driven company committed to building a better Internet and protecting the free and open Internet.
• Committed to diversity and inclusiveness, hiring based on potential and supporting employee development.
• Supports initiatives like Project Galileo (protecting journalism), Athenian Project (government website security), and 1.1.1.1 (privacy-centric public DNS resolver).
• Provides reasonable accommodations to qualified individuals with disabilities.