Manager, Customer Success

Job Description

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: Bangalore, India

About The Department

As the leader of the India Customer Success team, you will collaborate internally and externally to engage, measure and guide customers from Onboarding, to Adoption, to Value Realization. You must be comfortable both consulting and negotiating across multiple client levels and possess a solid foundation and understanding of their business objectives. You will inspire and guide our team and our customers towards the adoption of Cloudflare's platform as the foundation of their networking and security infrastructure.

What You'll Do

- Manage the India Customer Success organization as a hands-on leader, building collaborative team culture, driving measurable positive business outcomes (customer satisfaction, adoption, retention and expansion) across our customer base.
- Manage, coach, and mentor a team of talented and ambitious Customer Success professionals (Customer Success Managers & Customer Solutions Engineers).
- Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes.
- Execute an ongoing program for measuring Customer Satisfaction, building upon and improving the current efforts already in place.
- Define and mature an organizational structure for scale that does not sacrifice our high standard of excellence when providing support to customers.
- Hire and nurture talent into our Customer Success organization that is equipped to meet the demands of our rapidly evolving business and customer base.
- Shape our Customer Success culture commensurate to the level of effort required to drive customer satisfaction.
- Prioritize and funnel customer feedback to the Customer Experience and Product Management team to optimize the whole service experience.

Examples Of Desirable Skills, Knowledge And Experience

- Global leader with 10 years in SaaS/Cloud companies and over 5 years in a Customer Success leadership role is essential
- Entrepreneurial, unafraid to roll-up sleeves, get it done and lead from the front
- Proven leader and motivator with deep experience building and leading growing customer success organization
- Experience serving in a CSP (Cloud Service Platform), Security and Networking company will be a huge plus
- Experience in organizations with a complex, strategic sale, where best practices and technology define a customer's success.
- Significant experience interfacing and working with large strategic enterprise customers.
- Experience managing NPS and Dollar-based Net Retention (DNR) in a high-growth environment.
- Has driven organizations through rapid growth and global expansion at scale, and understands the criticality of operational excellence.
- Excellent people management skills; high empathy and consideration for team morale and individual career progression.
- Interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog in difficult conversations.
- Proven effectiveness at leading and facilitating executive meetings and workshops

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 [Confidential Information] or via mail at 101 Townsend St. San Francisco, CA 94107.