Principal Customer Success Manager, ANZ

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 Locations: Melbourne, Australia

About the Department

Customer Success Managers, Account Executives, Business Development Representatives, Customer Success Engineers, Solution Engineers, and Sales Operations - all working together help our customers adopt Cloudflare and create great Internet-enabled experiences.

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 community.

What you'll do

You will be responsible for ensuring the success of Cloudflare’s largest Enterprise customers and managing all of their post-sale experiences with your key objectives being to ensure service adoption, engagement and growth. You’ll bring strategic relationship-building and account planning expertise, a strong background in managing and exceeding sales quotas, organisational and problem-solving skills, poise and experience in presenting to and interacting with customer executives — both in person and virtual — as well as a high degree of empathy, perseverance and product knowledge to ensure the customer’s adoption and satisfaction with Cloudflare’s services. You’ll utilise your extensive project management and decision-making skills, allowing you to balance the needs and requirements of your portfolio of customers with the commercial realities of supplying Cloudflare’s services. 

As a trusted advisor, you will collaborate with your Customer Success Engineering colleagues to maintain a deep understanding of our solutions and present to customers the most relevant features/functionality for their specific business needs. You are ultimately responsible for the maturity 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 regular formal reviews.

Additional responsibilities will include:

• Managing the customer lifecycle post-contract, proactively identifying and communicating relevant features and functionality to support specific business needs.
• Collaborating with your account teams to build and execute strategic success plans that facilitate high adoption of products/services and expansion into new business.
• Developing and strengthening long-term relationships with key stakeholders across your account portfolio.
• Coordinating and delivering exceptional business reviews, uncovering insights and recommendations while ensuring constant alignment with our customers and their business objectives.
• Working cross-functionally with Product, Engineering, Support, Marketing and other teams to resolve customer business issues and work towards their stated goals.
• Acting as the “voice of the customer” in sharing feedback and advocating their product or service needs with relevant internal teams.
• Mentoring junior team members on process, strategy and best practices.
• < 25% travel within Australia and New Zealand regions.

Examples of desirable skills, knowledge and experience

• Bachelor's degree required. Masters is a plus.
• 7+ years of experience in a Customer Success/Services Account Management or Solutions Engineering role.
• Strong relationship-building intuition and a history of successfully engaging high-value enterprise-level customers.
• Proven track record in planning and executing detailed success plans and business reviews. Technical aptitude and appetite to analyse data, identifying trends