Customer Success Manager, ANZ

Available Location: Sydney

What you'll do

You will be responsible for ensuring the success of Cloudflare’s Enterprise customers and managing all of their post-sale experiences. 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.

You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You will act as the primary point of contact for Cloudflare customers and will be "the face of the business." You will act as an internal escalation point for customer requests including: technical inquiries, contract clarifications, and other account-related questions. You will advocate for customers internally and balance the needs of the customer with the business needs of Cloudflare.

You will own your book of business and will be responsible for delivering results on KPIs including revenue retention. This is driven through demonstrating the value of the products and services provided to the customer’s business via strategic engagements and periodic business reviews.

To success you will need to:

• Manage the customer lifecycle post-contract, identifying and communicating relevant features and functionality to support specific business needs.
• Foster strong relationships with customers and internal teams to find solutions to problems and ensure customer satisfaction.
• Lead retention efforts by demonstrating the value Cloudflare’s products and services provide, through all suitable interactions.
• Coordinate and execute business reviews, delivering insights and recommendations to ensure customer alignment with business objectives.
• Leverage customer data to uncover potential risks and expansion opportunities, supporting growth and long-term retention.
• Work collaboratively with Product, Engineering, Support, and other internal teams to resolve customer business issues to drive customer business outcomes.
• Communicate and escalate potential customer issues through the appropriate channels to ensure timely resolution.
• Triage and manage inbound inquiries, gathering necessary detail for internal follow-up.
• Identify areas for improvement with internal processes.

Required skills, knowledge and experience

• Bachelor's degree required, Master's degree is a plus
• 5+ years of experience in post-sales customer-facing roles within enterprise SaaS businesses, ideally in Customer Success Management
• Strong understanding of computer networking, application and network security, and “how the internet works”
• Strong relationship-building skills and experience working with high value enterprise-level customers — public sector customers is a significant plus
• Strong organizational skills with a proven ability to prioritize and multitask in a dynamic environment, and to perform under pressure
• Excellent interpersonal communication and presentation skills.
• Experience with customer negotiations and handling difficult customer conversations
• High degree of empathy and a customer-centric mindset to ensure our customers’ success and satisfaction.