Senior Customer Success Manager

Available Locations: Kuala Lumpur, Malaysia
Customer Success @ Cloudflare
Customer Success at Cloudflare is focused on customer adoption and value realisation of Cloudflare Solutions. We work closely with our customers in the closing stages of the sales cycle being ready to partner with them as they implement, adopt and optimize our cloud solutions around their business goals and objectives. We are proactively driven to fully understand their WHY so that we can articulate WHAT we can do to help to ensure full value and outcomes from Cloudflare Solutions and Products.
The Customer Success Teams consist of Customer Success Managers and Customer Solutions Engineers to proactively engage with customer needs to help accelerate the outcomes that our customers are looking to achieve.
The Customer Success Team works closely across all of the Cloudflare Team particularly with Strategic Account Executives, Business Development Representatives, Solution Engineers, Product and Sales Operations to help our customers adopt Cloudflare and create great Internet-enabled experiences.
What you'll do
We are seeking an experienced Senior Customer Success Manager to join our team in the ASEAN region. In this role, you will be responsible for managing and growing our customer base in the region. You will be a trusted advisor to our customers and will work closely with them to ensure they are fully leveraging the capabilities of our platform and achieving their business objectives. You will also collaborate with other members of the Cloudflare team to drive customer retention, expansion, and customer satisfaction.
Key Responsibilities:

• Serve as the primary point of contact for customers in the ASEAN region
• Build and maintain strong relationships with key customer stakeholders, including C-level executives, technical leaders, and business owners
• Fully manage the customer life cycle
• Serve as the voice of the customer within Cloudflare, and advocate for their needs and priorities
• Monitor customer usage and performance, and identify opportunities for adoption, retention and expansion
• Develop a deep understanding of customers' business objectives and challenges, and proactively provide strategic advice and guidance on how to best leverage Cloudflare's platform to achieve their goals
• Work with customers to develop and execute success plans, and ensure they are fully utilizing the platform's capabilities
• Collaborate with internal teams, including Sales, Support, and Product, to resolve customer issues and ensure a seamless customer experience
• Analyze customer data and provide insights to leadership on customer trends, needs, and opportunities

Required Skill Set:

• Adaptability and resilience in navigating complex situations and a rapidly evolving market
• Exceptional critical problem-solving skills to address clients' challenges and identify opportunities for growth
• Solid understanding of business strategy, with the ability to align Cloudflare's offerings with clients' objectives
• Comprehensive product knowledge, including Cloudflare's products, services, and technology stack, as well as industry trends and emerging technologies
• Proactive engagement with clients, partners, and internal teams to drive client satisfaction and business growth

Requirements:

• 5-10 years of experience in a customer-facing role, in the technology industry
• Experience managing customers in the technology industry
• Strong understanding of cloud-based technologies and application security
• Language: English & an ASEAN language are mandatory to deal with customers in the region
• Proven track record of managing large, complex customer accounts and driving customer retention and growth
• Ability to work independently and as part of a team in a fast-paced, dynamic environment
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Strong problem-solving skills and the ability to think strategically
• Bachelor's degree in technology or equivalent experience