Customer Success Manager

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 Available Locations Mumbai India Customer Success Cloudflare Customer Success at Cloudflare is focused on customer adoption and value realization of Cloudflare Solutions We work closely with our customers in the closing stages of the sales cycle being ready to partner with them as they implement adopt and optimize our cloud solutions around their business goals and objectives We are proactively driven to fully understand their WHY so that we can articulate WHAT we can do to help to ensure full value and outcomes from Cloudflare Solutions and Products The Customer Success Teams consist of Customer Success Managers and Customer Solutions Engineers to proactively engage with customer needs to help accelerate the outcomes that our customers are looking to achieve The Customer Success Team works closely across all of the Cloudflare Team particularly with Strategic Account Executives Business Development Representatives Solution Engineers Product and Sales Operations to help our customers adopt Cloudflare and create great Internet-enabled experiences What you ll do We are seeking an experienced Customer Success Manager to join our India customer success team In this role you will be responsible for managing and growing our customer base in the region You will be a trusted advisor to our customers and will work closely with them to ensure they are fully leveraging the capabilities of our platform and achieving their business objectives You will also collaborate with other members of the Cloudflare team to drive customer retention expansion and customer satisfaction This role is based in Mumbai India Key Responsibilities Serve as the primary point of contact for customers in the India region Build and maintain strong relationships with key customer stakeholders including C-level executives technical leaders and business owners Fully manage the customer life cycle Serve as the voice of the customer within Cloudflare and advocate for their needs and priorities Monitor customer usage and performance and identify opportunities for adoption retention and expansion Develop a deep understanding of customers business objectives and challenges and proactively provide strategic advice and guidance on how to best leverage Cloudflare s platform to achieve their goals Work with customers to develop and execute success plans and ensure they are fully utilizing the platform s capabilities Collaborate with internal teams including Sales Support and Product to resolve customer issues and ensure a seamless customer experience Analyze customer data and provide insights to leadership on customer trends needs and opportunities Required Skill Set Adaptability and resilience in navigating complex situations and a rapidly evolving market Exceptional critical problem-solving skills to address clients challenges and identify opportunities for growth Solid understanding of business strategy with the ability to align Cloudflare s offerings with clients objectives Comprehensive product knowledge including Cloudflare s products services and technology stack as well as industry trends and emerging technologies Proactive engagement with clients partners and internal teams to drive client satisfaction and business growth Requirements 5 or more years of experience in a customer-facing role ideally as a CSM in the technology industry Strong understanding of cloud-based technologies and application security Proven track record of managing large comp flex customer accounts and driving customer retention and growth Ability to work independently and as part of a team in a fast-paced dynamic environment Excellent communication and interpersonal skills with the ability to build strong relationships with customers and internal stakeholders Strong problem-solving skills and the ability to think strategically Bachelor s degree in technology or equivalent experience 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 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 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 We released 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 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