Serve as the primary point of contact for customers in the assigned region
Build and maintain strong relationships with key customer stakeholders, including C-level executives, technical leaders, and business owners
Fully manage the customer life cycle
Serve as the voice of the customer within Cloudflare, and advocate for their needs and priorities
Monitor customer usage and performance, and identify opportunities for adoption, retention and expansion
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
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

5+ years of experience in a customer-facing role, ideally as a CSM, in the technology industry
Strong understanding of cloud-based technologies and application security
Proven track record of managing large, complex customer accounts and driving customer retention and growth
Ability to work independently and as part of a team in a fast-paced, dynamic environment
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
Strong problem-solving skills and the ability to think strategically
Bachelor's degree in technology or equivalent experience

Customer Success Manager

Key skills