Cloudflare - Customer Success Manager

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world's largest networks that powers more than 10 trillion requests per month. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare have all 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 recognized by the World Economic Forum as a Technology Pioneer and named to Entrepreneur Magazine's Top Company Cultures list.

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!

About the Department

Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together help our customers adopt Cloudflare and create great Internet-enabled experiences.

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 community.

About your role

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.

You will meet with customers regularly to communicate Cloudflare's value; these conversations may happen in-person or via phone / video conference. Cloudflare delivers cutting-edge products and services, iterates quickly, and changes direction frequently. 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.

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.

To succeed you will need to:

  • Build strong relationships with customers (primarily via remote conversations)

  • Build strong relationships with internal stakeholders

  • Manage a complex book of business with many tasks and competing priorities

  • Manage your time effectively to ensure that you are working on high priority items

  • Have poise and executive presence, and be comfortable presenting to C-level executives

  • Demonstrate a high degree of empathy for customer requests

  • Escalate effectively with internal teams

Travel requirement

  • Less than 25% travel


  • This role is based in Cloudflare's EMEA Headquarters in London

Examples of desirable skills, knowledge and experience

  • Fluent in English (written and spoken)

  • Fluent in Russian (written and spoken)

  • 10+ years of work experience

  • 5+ years of direct functional experience:

  • In Customer Success, Account Management, or other post-sales customer-facing role

  • With territory ownership, portfolio management, and account planning

  • Serving with Enterprise customers

  • Working in a B2B Enterprise SaaS businesses

  • Experience in networking, security, and / or edge computation & storage is a plus

  • Must be extremely well organized and able to prioritize, multi-task, problem solve, and perform under pressure

  • Must have strong phone, web, and interpersonal communication skills

  • Must have experience with face-to-face meetings and problem solving with customers

  • Must have experience with customer negotiations and handling difficult customer conversations

  • Must demonstrate empathy for internal and external stakeholders and have a high EQ

  • Must be curious and a self-starter

  • Must have a demonstrated ability to learn on the job and come up to speed quickly

  • Bachelor's degree or equivalent experience; Master's degree is a plus