Senior Customer Success Manager

Senior Customer Success Manager (Russian speaking)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 
Location: LisbonAbout the DepartmentCustomer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together to help our customers solve their business challenges by adopting Cloudflare while creating the revenue streams that help the company provide free service to millions in our community.
What you'll doYou will be working with fellow Customer Success Managers on a pool of Enterprise customers, and responsible for ensuring their success by managing their adoption during the post-sale experiences. 
You will bring strong relationship-building experience, product knowledge, project management, process improvements and organisational skills, as well as a high degree of empathy to ensure the customers' 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 are ultimately responsible for the retention of the pool of customers; this is driven through demonstrating the value the products and services provide to the customer's business mostly via 1:many engagements: office hours, workshops and webinars.
Customer responsibilities:
You will be responsible for ensuring the success of a portfolio of Cloudflare's contracted customers and managing all of their post-sale experiences. This includes being an escalation point for support issues and directing customer questions. 
It is imperative that you manage your time effectively to ensure that you are working on high priority items.
From a commercial perspective, you will be responsible for the success of your customers in your book of business. You will be highly organised, data driven, and able to manage a large portfolio of customers. 
Additional responsibilities will include: Build relationships with customers and internal stakeholdersManage the customer life cycle after contract signatureCreate, design, improve and deploy processes for our pooled teamDemonstrate a high degree of empathy for customer requestsUtilise data to uncover potential risks as well as expansion opportunities for customersWork cross-functionally with multiple departments to resolve customer business challenges and work towards their stated goalsAbility to escalate appropriately and efficiently.Communicate customer feedback and product needs to appropriate internal teamsContinuous learning on Cloudflare's offering as well as soft skillsCo-building collateral material for customersBeing strategic: leverage 1:many and 1:1 engagements depending on the contextExamples of desirable skills, knowledge and experience Fluent in Russian is a mustStrong communication skills in English (verbal and written) 7 years experience in related field, preferably in cybersecurityBachelor's degree required - Marketing / Business / IT orientation preferred Experience working directly with customers in a B2B environmentBasic understanding of computer networking and "how the internet works."Natural curiousity to learn about the cloud security industryExperience with account portfolio planning and prioritisation, including Salesforce upkeepAbility to prioritise, multi-task, and perform effectively under pressureAnalytical skills: there will be a lot of data, that you will need to transform into information and actionsWhat 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 : We equip politically and artistically important organizations and journalists 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 : We created 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.
Path Forward Partnership : Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.
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 ****** or via mail at 101 Townsend St. San Francisco, CA 94107.
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Please note this role requires fluency in Russian. Are you fluent in Russian?  *

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