Principal Customer Success Manager, DACH

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. 

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! 

Available location: Munich, Germany

What you'll do

In your role as Principal Customer Success Manager, you will be the ultimate Trusted Advisor and the most senior post-sale relationship owner for a select group of Cloudflare’s most critical clients, typically large multinational enterprises. 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.

Key Responsibilities:

As a Principal CSM, you are driving retention, adoption, and expansion across your book of business. Key responsibilities include:

• Executive Partnership: Serve as the most senior post-sale point-of-contact, building deep, trusted relationships with C-level executives (CIO, CISO, CTO) and other strategic stakeholders within your assigned accounts.
• Strategic Success Planning: Lead the development, alignment, and execution of joint, multi-year Customer Success Plans that translate Cloudflare's platform capabilities into measurable business outcomes, such as accelerating digital modernization and adopting a Zero Trust architecture.
• Business Value Delivery: Plan and lead sophisticated Executive Business Reviews (EBRs), delivering data-driven insights, showcasing realized ROI, and presenting the strategic roadmap for future Cloudflare adoption.
• Commercial Leadership: Own and drive revenue retention and expansion targets. Proactively identify risks and new opportunities for product cross-sell and up-sell, leveraging your deep understanding of the customer's business and industry.
• Cross-Functional Orchestration: Act as the internal champion and coordinator for the customer, mobilizing and leading extended teams (Sales, Solutions Engineers, Product, Support, and Engineering) to ensure seamless delivery, issue resolution, and a consistently high-quality experience.
• Product Expertise: Maintain a strong understanding of the Cloudflare Connectivity Cloud, confidently discussing technical solutions around Security (DDoS, WAF, Zero Trust) and Performance (CDN, Edge Compute), and articulating the value of new features.

• Issue Handling: Communicate and escalate potential customer issues through the appropriate channels to ensure timely resolution.

Required skills, knowledge and experience

• Experience:
• 10+ years of progressive experience in a strategic, post-sales, customer-facing role (e.g. Customer Success, Strategic Account Management) within a B2B Enterprise SaaS or Cloud company. Minimum 4 years in a customer success role are required.
• Demonstrated experience managing a book of business comprising large, strategic accounts in the multinational enterprise segment.
• Technical Acumen:
• Strong technical foundation and working knowledge of the Cloud, SASE, and SaaS application landscape.
• Deep understanding of networking concepts and security principles, including DNS, HTTP, TLS, Cloud Security, WAF, and Zero Trust.
• Leadership & Communication Skills:
• Exceptional executive-le