Associate Customer Success Manager at Cloudflare

About Us

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.

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!

Location: This role is based in London

About the Department

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.

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.

One concrete example is Project Galileo, through which Cloudflare provides free cybersecurity services to organizations supporting the arts, human rights, journalism, and democracy.

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 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.

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 30% travel

Desirable skills, knowledge and experience

Fluent in English & Russian, Ukrainian, Or Hebrew

5+ 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 interpersonal and web-communication skills

Must have experience with customer meetings and be at ease in problem solving

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

What Makes Cloudflare Special?

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.

Project Galileo: 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.

Athenian Project: 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.

1.1.1.1: We released 1.1.1.1 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 privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

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.

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. We are an AA/Veterans/Disabled Employer.

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 hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.

Associate Customer Success Manager

Job Description