Responsibilities
- Serve as the primary point of contact for customers in the assigned region
- Build and maintain strong relationships with key customer stakeholders, including C-level executives, technical leaders, and business owners
- Fully manage the customer life cycle
- Serve as the voice of the customer within Cloudflare, and advocate for their needs and priorities
- Monitor customer usage and performance, and identify opportunities for adoption, retention and expansion
- Develop a deep understanding of customers' business objectives and challenges, and proactively provide strategic advice and guidance on how to best leverage Cloudflare's platform to achieve their goals
- Work with customers to develop and execute success plans, and ensure they are fully utilizing the platform's capabilities
- Collaborate with internal teams, including Sales, Support, and Product, to resolve customer issues and ensure a seamless customer experience
- Analyze customer data and provide insights to leadership on customer trends, needs, and opportunities
Requirements
- 5+ years of experience in a customer-facing role, ideally as a CSM, in the technology industry
- Strong understanding of cloud-based technologies and application security
- Proven track record of managing large, complex customer accounts and driving customer retention and growth
- Ability to work independently and as part of a team in a fast-paced, dynamic environment
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
- Strong problem-solving skills and the ability to think strategically
- Bachelor's degree in technology or equivalent experience
Nice to Have
- Adaptability and resilience in navigating complex situations and a rapidly evolving market
- Exceptional critical problem-solving skills to address clients' challenges and identify opportunities for growth
- Solid understanding of business strategy, with the ability to align Cloudflare's offerings with clients' objectives
- Comprehensive product knowledge, including Cloudflare's products, services, and technology stack, as well as industry trends and emerging technologies
- Proactive engagement with clients, partners, and internal teams to drive client satisfaction and business growth
Work Arrangement
Remote (City/Region)
Team
Structure: The Customer Success Teams consist of Customer Success Managers and Customer Solutions Engineers to proactively engage with customer needs to help accelerate the outcomes that our customers are looking to achieve. The Customer Success Team works closely across all of the Cloudflare Team particularly with Strategic Account Executives, Business Development Representatives, Solution Engineers, Product and Sales Operations to help our customers adopt Cloudflare and create great Internet-enabled experiences.
