Customer Success Manager

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies.

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.

Job Description

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.

Responsibilities:

• 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 Cloudflare’s 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.

Requirements:

• Strong communication skills in German and English (verbal and written)
• Bachelor's degree required, Master's 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.

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.

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