Customer Success Manager

<div class="content-intro"><div><strong>About Us</strong></div> <div> <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 style="font-weight: 400;">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> </div></div><p><strong>Location: This role is based in 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 help our customers secure and accelerate their business. CSMs fulfill hereby the function of the trusted advisor by helping the customer to adopt their products based on established best practices in Cybersecurity and Caching. <br><br></p> <p>The sales team at Cloudflare helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our global community.</p> <p>One concrete example is Project Galileo, through which Cloudflare provides free cybersecurity services to organizations supporting the arts, human rights, journalism, and democracy.</p> <p><strong>About your role</strong></p> <p>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.</p> <p>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. Whatever works for you and your customer base. Cloudflare delivers cutting-edge products and services, iterates super quickly based on customer needs. Hence, change is constant and so is the opportunity for you to influence with your field knowledge and improve our business if that is what you want to do.. 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. So it’s pretty hands-on and allows you to develop really tangible skills that provide concrete value right now. </p> <p>You will act as an internal escalation point for customer requests including: technical questions, contract questions, and other account-related questions.</p> <p>You will advocate for customers internally and balance the needs of the customer with the business needs of Cloudflare.</p> <p><strong>To succeed you will need to:</strong></p> <p>Build strong relationships with customers (primarily via remote conversations)</p> <p>Build strong relationships with internal stakeholders </p> <p>Manage a complex book of business with many ta ... (truncated, view full listing at source)