Customer Success Manager DACH

Available Location: Munich

About the Department

Customer Success at Cloudflare is focused on customer adoption and value realisation 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 articulatewhat 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 Internetenabled experiences. We are One EMEA Team.

What youll do

This is a senior and critical role where you will be responsible for ensuring the success of Cloudflares Strategic Enterprise customers and managing all of their postsale experiences. You will bring strong relationshipbuilding experience product knowledge project management and organizational skills as well as a high degree of empathy to ensure the customers satisfaction with Cloudflares services. Our mission is to deliver great customer outcomes and also growth of adoption and utilization of Cloudflare solutions.

You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for the retention and growth of your book of business; this is driven through demonstrating the value the products and services provide to the customers business via quarterly reviews and understanding what next and at what time based upon your customers needs and goals.

Ideally we are looking for applications who can show demonstrable experience of at least 57 years partnering with large multinational customers driving Digital and / or Network transformation at scale and at pace.

Additional responsibilities will include:

• Be a Trusted Advisor to your customers
• Work with your account teams to plan and execute long term Success Plans to facilitate retention and growth via product and new business unit expansion
• Develop and maintain longterm relationships with stakeholders in your account portfolio
• Work crossfunctionally with Product Engineering Systems Reliability Engineering Marketing and other teams to resolve customer business issues and work towards their stated goals
• Manage customer feedback and product needs by providing feature requests to internal partner teams
• Able to demonstrate how your customer engagement directly impacts their growth and adoption of Cloudflare Solutions and Services
• Expected up to 30 travel across EMEA for your customers.

Examples of desirable skills knowledge and experience

• 5 years of experience in a Customer Success/Account Management role of which exoerience managing large strategic / enterprise level engagements
• Understanding of SAAS / SASE / Cloud Applications landscape
• Strong understanding of or willing to learn about computer networking and how the internet works with network security a plus
• Experience in cloud security and/or performance industries preferred
• Experience with project management account portfolio planning Cloud implementation and prioritization
• Ability to prioritize multitask and perform effectively under pressure
• Strong interpersonal communication skills (verbal written and video call) as well as organizational skills
• Track record of successful planning and of Executive Business Reviews
• German and English language skills required

What Makes Cloudflare Special

Were not just a highly ambitious largescale technology company. Were a highly ambitious largescale 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 weve equipped more than 2400 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 Cloudflares enterprise customersat 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 weve 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 privacycentric public DNS resolver. This is available publicly for everyone to use it is the first consumerfocused service Cloudflare has ever released. Heres the deal we dont 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 youd like to be a part of Wed 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 persons 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 email at or via mail at 101 Townsend St. San Francisco CA 94107.