Customer Success Manager, India - Public Sector (based in Singapore)

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: Singapore

Customer Success @ Cloudflare

Customer Success at Cloudflare is focused on customer adoption and value realization 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. 

What you’ll do

We are seeking an experienced Senior Customer Success Manager to join our team in the India region. In this role, you will be responsible for managing and growing our public sector customer base in the region. You will be a trusted advisor to our customers and will work closely with them to ensure they are fully leveraging the capabilities of our platform and achieving their business objectives. You will also collaborate with other members of the Cloudflare team to drive customer retention, expansion, and customer satisfaction.

This role is based in Singapore.

Key Responsibilities:

• Serve as the primary point of contact for Enterprise / Mid Market customers in the India region
• Build and maintain strong relationships with key customer stakeholders, including C-level executives, technical leaders, and business owners
• Develop a deep understanding of customers' business objectives and challenges, and proactively provide strategic advice and guidance on how to best leverage Cloudflare's platform to achieve their goals
• Work with customers to develop and execute success plans, and ensure they are fully utilizing the platform's capabilities
• Fully manage the customer life cycle
• Monitor customer usage and performance, and identify opportunities for expansion and upsell
• Manage contract renewals and negotiate contract terms
• Serve as the voice of the customer within Cloudflare, and advocate for their needs and priorities
• Collaborate with internal teams, including Sales, Support, and Product, to resolve customer issues and ensure a seamless customer experience
• Analyze customer data and provide insights to leadership on customer trends, needs, and opportunities

Required Skill Set:

• Adaptability and resilience in navigating complex situations and a rapidly evolving market
• Exceptional critical problem-solving skills to address clients' challenges and identify opportunities for growth
• Solid understanding of business strategy, with the ability to align Cloudflare's offerings with clients' objectives
• Comprehensive product knowledge, including Cloudflare's products, services, and technology stack, as well as industry trends and emerging technologies
• Proactive engagement with clients, partners, and internal teams to drive client satisfaction and business growth

Requirements:

• 8+