Cloudflare

Associate Customer Success Manager

Cloudflare

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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About the 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.
  • Cloudflare delivers cutting-edge products and services, iterates super quickly based on customer needs.
  • 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.
  • 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.

Requirements

  • 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
Benefits
  • Less than 30% travel
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementPortfolio ManagementAccount PlanningNetworkingSecurityEdge ComputationEdge StorageB2BSaaS
Soft Skills
Organizational SkillsPrioritizationMulti-taskingProblem SolvingInterpersonal SkillsWeb Communication SkillsNegotiation SkillsEmpathyCuriositySelf-starter
Certifications
Bachelor's DegreeMaster's Degree