Customer Success Manager, EMEA at Cloudflare

United Kingdom

<strong>About Us</strong> <p>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. 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 Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. </p> <p><span>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! </span></p> <p><strong>Location: London</strong></p> <p><strong>About the Department</strong></p> <p>Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together to help our customers solve their business challenges by adopting Cloudflare while creating the revenue streams that help the company provide free service to millions in our community.</p> <p><strong>What you'll do</strong></p> <p>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.</p> <p>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.</p> <p>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 customer’s business via quarterly reviews.</p> <p><strong>To success you will need to:</strong></p> <ul> <li>Manage the customer lifecycle post-contract, identifying and communicating relevant features and functionality to support specific business needs.</li> <li>Foster strong relationships with customers and internal teams to find solutions to problems and ensure customer satisfaction.</li> <li>Lead retention efforts by demonstrating the value Cloudflare’s products and services provide, through all suitable interactions.</li> <li>Coordinate and execute business reviews, delivering insights and recommendations to ensure customer alignment with business objectives.</li> <li>Leverage customer data to uncover potential risks and expansion opportunities, supporting growth and long-term retention.</li> <li>Work collaboratively with Product, Engineering, Marketing, and other internal teams to resolve customer business issues to drive customer business outcomes.</li> <li>Communicate and escalate potential customer issues through the appropriate channels to ensure timely resolution.</li> <li>Triage and manage inbound inquiries, gathering necessary detail for internal follow-up.</li> <li>Identify areas for improvement with internal processes.</li> </ul> <p><strong>Required skills, knowledge and experience</strong></p> <ul> <li>Strong communication skills in English (verbal and written)</li> <li>Bachelor degree required, Master degree is a plus</li> <li>5+ years of experience in post-sales customer-facing roles in enterprise SaaS businesses, ideally in Customer Success Management</li> <li>Strong understanding of computer networking, application and network security, and “how the internet works”</li> <li>Strong relationship-building skills and experience working with high value enterprise-level customers.</li> <li>Strong organizational skills with a proven ability to prioritize and multitask in a dynamic environment, and to perform under pressure</li> <li>Excellent interpersonal communication and presentation skills.</li> <li>Experience with customer negotiations and handling difficult customer conversations</li> <li>High degree of empathy and a customer-centric mindset to ensure our customers’ success and satisfaction.</li> </ul><p><strong>What Makes Cloudflare Special?</strong></p> <p><span>We’re not just a highly ambitious, large-scale technology company. We’re 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.</span></p> <p><a href="https://blog.cloudflare.com/protecting-free-expression-online/"><strong>Project Galileo</strong></a><span>: Since 2014, we've equipped more than 2,400 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 Cloudflare’s enterprise customers--at no cost.</span></p> <p><strong><a href="https://www.cloudflare.com/athenian/">Athenian Project</a></strong><span>: 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, we've provided services to more than 425 local government election websites in 33 states.</span></p> <p><a href="https://1.1.1.1/"><strong>1.1.1.1</strong></a><span>: We released</span><a href="https://1.1.1.1/"> <span>1.1.1.1</span></a><span> 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. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our</span><a href="https://developers.cloudflare.com/1.1.1.1/privacy/public-dns-resolver"> privacy commitment</a><span> and ensure that no user data is sold to advertisers or used to target consumers.</span></p> <p><span>Sound like something you’d like to be a part of? We’d love to hear from you!</span></p> <p><span>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.</span></p> <p><span>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</span> <span>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. </span><span>We are an AA/Veterans/Disabled Employer.</span></p> <p><span>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 </span><span>hr@cloudflare.com</span><span> or via mail at 101 Townsend St. San Francisco, CA 94107.</span></p>