Senior Customer Success Manager, EMEA

Available Location: London, UK
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 articulate what 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 Internet-enabled experiences. We are One EMEA Team.
What you'll do...
This is a senior and critical role where you will be responsible for ensuring the success of Cloudflare's Strategic Enterprise customers and managing all of their post-sale experiences. You will bring strong relationship-building experience, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure the customer's satisfaction with Cloudflare's 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 customer's 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 5-7 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 long-term relationships with stakeholders in your account portfolio,
• Work cross-functionally 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

• Bachelor's degree and / or other professional qualification (eg . CIPD, Prince2, ACA, CFA),
• 8+ years of experience in a Customer Success/Account Management role of which at least 5 years 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, multi-task, 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 execution of Executive Business Reviews,
• Commercial acumen and awareness to drive successful outcomes.
• Additional European languages are a plus.