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 and insights for customer engagements.
• Adept in project management, with a cultivated ability to prioritise, organise and multitask in a dynamic environment.
• Excellent interpersonal communication (both verbal and written) and presentation skills.
• High degree of empathy and a customer-centric mindset to ensure their success and satisfaction.
• Strong understanding of computer networking, cloud security, and “how the internet works.” Knowledge of application, server, and network security is highly desirable.
• Experience in cloud security industries and/or with FSI customers is a significant plus.

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer.  We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness.  All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.