Customer Success Manager

About Us

At Cloudflare we are on a mission to help build a better Internet. Today the company runs one of the worlds largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware installing software or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network which gets smarter with every request. As a result they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazines Top Company Cultures list and ranked among the Worlds Most Innovative Companies by Fast Company.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!

Available location : Munich Germany

What youll do

You will be responsible for ensuring the success of Cloudflares 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 customers satisfaction with Cloudflares 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. This is driven through demonstrating the value of the products and services provided to the customers business via quarterly reviews.

To success you will need to :

• Manage the customer lifecycle post-contract identifying and communicating relevant features and functionality to support specific business needs.
• Foster strong relationships with customers and internal teams to find solutions to problems and ensure customer satisfaction.
• Lead retention efforts by demonstrating the value Cloudflares products and services provide through all suitable interactions.
• Coordinate and execute business reviews delivering insights and recommendations to ensure customer alignment with business objectives.
• Leverage customer data to uncover potential risks and expansion opportunities supporting growth and long-term retention.
• Work collaboratively with Product Engineering Marketing and other internal teams to resolve customer business issues to drive customer business outcomes.
• Communicate and escalate potential customer issues through the appropriate channels to ensure timely resolution.
• Triage and manage inbound inquiries gathering necessary detail for internal follow-up.
• Identify areas for improvement with internal processes.

Required skills knowledge and experience

What Makes Cloudflare Special

Were not just a highly ambitious large-scale technology company. Were a highly ambitious large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo : Since 2014 weve equipped more than 2400 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 Cloudflares 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 weve 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. Heres the deal - we dont store client IP addresses never 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.

Sound like something youd like to be a part of Wed love to hear from you!

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.

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 persons 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.

Required Experience :

Manager

Key Skills

Bidding,Business Solutions,ABAP,Business Operations,Business Sales,Corporate Marketing

Employment Type : Full Time

Experience : years

Vacancy : 1