Customer Success Manager
Cloudflare
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
Visit company websiteExplore more
About the role
- You will be responsible for ensuring the success of Cloudflare’s Enterprise customers and managing all of their post-sale experiences.
- You will bring strong relationship-building experience, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure the customer’s satisfaction with Cloudflare’s services.
- You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.
- You will act as the primary point of contact for Cloudflare customers and will be "the face of the business".
- 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.
- You will own your book of business and will be responsible for delivering results on KPIs including revenue retention.
Requirements
- Strong communication skills in English (verbal and written)
- Bachelor degree required, Master degree is a plus
- 5+ years of experience in post-sales customer-facing roles in enterprise SaaS businesses, ideally in Customer Success Management
- Strong understanding of computer networking, application and network security, and “how the internet works”
- Strong relationship-building skills and experience working with high value enterprise-level customers.
- Strong organizational skills with a proven ability to prioritize and multitask in a dynamic environment, and to perform under pressure
- Excellent interpersonal communication and presentation skills.
- Experience with customer negotiations and handling difficult customer conversations
- High degree of empathy and a customer-centric mindset to ensure our customers’ success and satisfaction.
Benefits
- 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.
- Cloudflare provides reasonable accommodations to qualified individuals with disabilities.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
computer networkingapplication securitynetwork securitySaaScustomer success managementKPI managementproject management
Soft Skills
communication skillsrelationship-buildingorganizational skillsinterpersonal communicationpresentation skillsempathycustomer-centric mindsetnegotiation skillsmultitaskingability to perform under pressure
Certifications
Bachelor degreeMaster degree