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 Cloudflare's 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 Cloudflare's solutions so that you can lead value-added customer conversations, understand customer's needs, and communicate these needs back to internal teams. So it's 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
Bachelor's degree or equivalent experience; Master's degree is a plus