Cloudflare, Inc.
Manager, Customer Success - India
Cloudflare, Inc., San Francisco, California, United States, 94199
About Us
Cloudflare is on a mission to help build a better Internet. The company runs one of the world\'s largest networks powering 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 have web traffic routed through its intelligent global network, which gets smarter with every request, resulting in improved performance and reduced 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. 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 potential and support them throughout their time at Cloudflare. Come join us! Available Locations: Bangalore, India
About the Department
As the leader of the India Customer Success team, you will collaborate internally and externally to engage, measure and guide customers from Onboarding, to Adoption, to Value Realization. You must be comfortable both consulting and negotiating across multiple client levels and possess a solid foundation and understanding of their business objectives. You will inspire and guide our team and our customers towards the adoption of Cloudflare\'s platform as the foundation of their networking and security infrastructure.
What you\'ll do
Manage the India Customer Success organization as a hands-on leader, building collaborative team culture, driving measurable positive business outcomes (customer satisfaction, adoption, retention and expansion) across our customer base. Manage, coach, and mentor a team of Customer Success professionals (Customer Success Managers & Customer Solutions Engineers). Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes. Execute an ongoing program for measuring Customer Satisfaction, building upon and improving the current efforts already in place. Define and mature an organizational structure for scale that maintains our high standard of excellence when providing support to customers. Hire and nurture talent into our Customer Success organization that can meet the demands of our rapidly evolving business and customer base. Shape our Customer Success culture commensurate to the level of effort required to drive customer satisfaction. Prioritize and funnel customer feedback to the Customer Experience and Product Management teams to optimize the whole service experience.
Examples of desirable skills, knowledge and experience
Global leader with 10 years in SaaS/Cloud companies and over 5 years in a Customer Success leadership role is essential Entrepreneurial, unafraid to roll up sleeves, get it done and lead from the front Proven leader and motivator with deep experience building and leading growing customer success organization Experience serving in a CSP (Cloud Service Provider), Security and Networking company is a plus Experience in organizations with a complex, strategic sale, where best practices and technology define a customer\'s success Significant experience interfacing and working with large strategic enterprise customers Experience managing NPS and Dollar-based Net Retention (DNR) in a high-growth environment Has driven organizations through rapid growth and global expansion at scale, with focus on operational excellence Excellent people management skills; high empathy and regard for team morale and career progression Interpersonal skills to navigate and mediate conflict and foster honest dialogue Proven effectiveness at leading and facilitating executive meetings and workshops
What Makes Cloudflare Special?
We\'re not just a highly ambitious, large-scale technology company; we have a soul. Our mission to help build a better Internet includes 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 tools to defend against attacks, 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 constituents have access to election information and voter registration. 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. It is publicly available for everyone to use. We do not store client IP addresses; we will continue to honor our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Other
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. 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 an equal opportunity employer. We are committed to providing equal employment opportunity for all people and value diversity and inclusiveness. All qualified applicants will be considered for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, 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. For accommodations, contact hr@cloudflare.com or mail at 101 Townsend St. San Francisco, CA 94107.
#J-18808-Ljbffr
Cloudflare is on a mission to help build a better Internet. The company runs one of the world\'s largest networks powering 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 have web traffic routed through its intelligent global network, which gets smarter with every request, resulting in improved performance and reduced 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. 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 potential and support them throughout their time at Cloudflare. Come join us! Available Locations: Bangalore, India
About the Department
As the leader of the India Customer Success team, you will collaborate internally and externally to engage, measure and guide customers from Onboarding, to Adoption, to Value Realization. You must be comfortable both consulting and negotiating across multiple client levels and possess a solid foundation and understanding of their business objectives. You will inspire and guide our team and our customers towards the adoption of Cloudflare\'s platform as the foundation of their networking and security infrastructure.
What you\'ll do
Manage the India Customer Success organization as a hands-on leader, building collaborative team culture, driving measurable positive business outcomes (customer satisfaction, adoption, retention and expansion) across our customer base. Manage, coach, and mentor a team of Customer Success professionals (Customer Success Managers & Customer Solutions Engineers). Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes. Execute an ongoing program for measuring Customer Satisfaction, building upon and improving the current efforts already in place. Define and mature an organizational structure for scale that maintains our high standard of excellence when providing support to customers. Hire and nurture talent into our Customer Success organization that can meet the demands of our rapidly evolving business and customer base. Shape our Customer Success culture commensurate to the level of effort required to drive customer satisfaction. Prioritize and funnel customer feedback to the Customer Experience and Product Management teams to optimize the whole service experience.
Examples of desirable skills, knowledge and experience
Global leader with 10 years in SaaS/Cloud companies and over 5 years in a Customer Success leadership role is essential Entrepreneurial, unafraid to roll up sleeves, get it done and lead from the front Proven leader and motivator with deep experience building and leading growing customer success organization Experience serving in a CSP (Cloud Service Provider), Security and Networking company is a plus Experience in organizations with a complex, strategic sale, where best practices and technology define a customer\'s success Significant experience interfacing and working with large strategic enterprise customers Experience managing NPS and Dollar-based Net Retention (DNR) in a high-growth environment Has driven organizations through rapid growth and global expansion at scale, with focus on operational excellence Excellent people management skills; high empathy and regard for team morale and career progression Interpersonal skills to navigate and mediate conflict and foster honest dialogue Proven effectiveness at leading and facilitating executive meetings and workshops
What Makes Cloudflare Special?
We\'re not just a highly ambitious, large-scale technology company; we have a soul. Our mission to help build a better Internet includes 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 tools to defend against attacks, 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 constituents have access to election information and voter registration. 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. It is publicly available for everyone to use. We do not store client IP addresses; we will continue to honor our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Other
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. 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 an equal opportunity employer. We are committed to providing equal employment opportunity for all people and value diversity and inclusiveness. All qualified applicants will be considered for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, 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. For accommodations, contact hr@cloudflare.com or mail at 101 Townsend St. San Francisco, CA 94107.
#J-18808-Ljbffr