Associate Customer Success Manager

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 Cloudflares 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 Cloudflares solutions so that you can lead value-added customer conversations understand customers needs and communicate these needs back to internal teams. So its 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

Bachelors degree or equivalent experience; Masters degree is a plus

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.

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 or via mail at 101 Townsend St. San Francisco CA 94107.