Senior Manager, Customer Success

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: Bengaluru, India

We are seeking a highly motivated and experienced Senior Manager of a Customer Success team consisting of Customer Success Managers (CSM) and Customer Success Engineers (CSE)  who will be responsible for the  execution of the customer success services strategy for the Global Capability Center (GCC) . This role requires a strong focus on customer satisfaction, revenue growth, alignment with the sales organisation and employee development. The Senior Manager of Customer Success will be responsible for spearheading the establishment of a Customer Success delivery capability from within the GCC  that will initially focus on the APJC region but eventually deliver services to Cloudflare’s global customer base on a 24*7 basis.  The ideal candidate should have a strong background in building teams in a hybrid setting where full time Cloudflare employees and outsourced contract resources blend seamlessly together as one cohesive team. As the leader of the Global Capability Center (GCC) Customer Success team, you will collaborate internally and externally to engage, measure and guide customers 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 Cloudflare’s platform as the foundation of their networking and security infrastructure.

Responsibilities:

• Lead and build the GCC Customer Success organization, driving measurable positive business outcomes, customer satisfaction and retention and expansion across our customer base.
• Oversee the strategy and planning for the entire customer lifecycle, mapping it to the Customer Value Journey that focuses on defining, tracking and measuring business outcomes and value.
• Build the operating model and playbook to execute the Customer Success programs
• 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.
• Manage, coach, and mentor a team of talented and ambitious Customer Success professionals.
• Hire and nurture talent into our Customer Success organization that is equipped to meet the demands of our rapidly evolving business and customer base.
• Work closely with Sales and Marketing on customer advocacy programs.
• Shape our Customer Success culture commensurate to the level of effort required to drive customer satisfaction.
• Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes.
• Prioritize and funnel customer feedback to the Customer Experience and Product Management team to optimize the whole service experience.
• Drive the executive customer engagement programs to ensure tight connections and fast feedback loops with customers, influencers and the Cloudflare executive team
• Establish and maintain relationships with key customers, service delivery partners, and Cloudflare partners to drive revenue growth and customer satisfaction.
• Monitor and analyze key performance metrics for customer success services, including NRR, DNR, Churn and product adoption, staff utilisation and customer satisfaction, and take action to address any issues or opportunities.
• Build and maintain a high-performing customer success servi