Customer Success Manager

Location

This role is based in London

About the Department

Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together help our customers secure and accelerate their business. CSMs fulfill hereby the function of the trusted advisor by helping the customer to adopt their products based on established best practices in Cybersecurity and Caching.

The sales team at Cloudflare helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our global community.

One concrete example is Project Galileo, through which Cloudflare provides free cybersecurity services to organizations supporting the arts, human rights, journalism, and democracy.

About your role

You will be responsible for ensuring the success of Cloudflare's Enterprise customers and managing their post sale experience. You will act as the primary point of contact for Cloudflare customers and will be "the face of the business." You will own your book of business and will be responsible for delivering results on KPIs including revenue retention.

You will meet with customers regularly to help them generate value from their partnership with Cloudflare. These conversations may happen in person or via video conference. Whatever works for you and your customer base. Cloudflare delivers cutting edge products and services, iterates super quickly based on customer needs. Hence, change is constant and so is the opportunity for you to influence with your field knowledge and improve our business if that is what you want to do. You will maintain a deep understanding of Cloudflare's solutions so that you can lead value added customer conversations, understand customer's needs, and communicate these needs back to internal teams. So it's pretty hands on and allows you to develop really tangible skills that provide concrete value right now.

You will act as an internal escalation point for customer requests including: technical questions, contract questions, and other account related questions.

You will advocate for customers internally and balance the needs of the customer with the business needs of Cloudflare.

To succeed you will need to:

• Build strong relationships with customers (primarily via remote conversations)
• Build strong relationships with internal stakeholders
• Manage a complex book of business with many tasks and competing priorities
• Manage your time effectively to ensure that you are working on high priority items
• Have poise and executive presence, and be comfortable presenting to C level executives
• Demonstrate a high degree of empathy for customer requests
• Escalate effectively with internal teams

Travel requirement:

Less than 30% travel

Desirable skills, knowledge and experience

• Fluent in English & Russian, Ukrainian, or Hebrew
• 5+ years of work experience
• 5+ years of direct functional experience:
• In Customer Success, Account Management, or other post sales customer facing role
• With territory ownership, portfolio management, and account planning
• Serving with Enterprise customers
• Working in a B2B Enterprise SaaS businesses
• Experience in networking, security, and / or edge computation & storage is a plus
• Must be extremely well organized and able to prioritize, multi task, problem solve, and perform under pressure
• Must have strong interpersonal and web communication skills
• Must have experience with customer meetings and be at ease in problem solving
• Must have experience with customer negotiations and handling difficult customer conversations
• Must demonstrate empathy for internal and external stakeholders and have a high EQ
• Must be curious and a self starter
• Must have a demonstrated ability to learn on the job and come up to speed quickly
• Bachelor's degree or equivalent experience; Master's degree is a plus

What Makes Cloudflare Special?

• Project Galileo : Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare's enterprise customers - at no cost.
• Athenian Project : In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.
• 1.1.1.1 : We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer focused service Cloudflare has ever released. Here's the deal - we don't store client IP addresses ever, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Additional Information

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Equal Opportunity Employer

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e mail at or via mail at 101 Townsend St. San Francisco, CA 94107.