Manager, Customer Success India

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 Cloudflares platform as the foundation of their networking and security infrastructure.

What youll 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 customers 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

Were not just a highly ambitious large-scale technology company. Were 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 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 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 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 privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused 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.

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