Principal Customer Success Manager, ANZ (Melbourne based)

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.