Senior Manager Customer Success

Available Location: Bengaluru, India
Overview:
We are seeking a highly motivated and experienced Senior Manager of a Customer Success team consisting of Customer Success Managers (CSM) and Customer Success Engineers (CSE) who will be responsible for the execution of the customer success services strategy for the Global Capability Center (GCC) . This role requires a strong focus on customer satisfaction, revenue growth, alignment with the sales organisation and employee development. The Senior Manager of Customer Success will be responsible for spearheading the establishment of a Customer Success delivery capability from within the GCC that will initially focus on the APJC region but eventually deliver services to Cloudflare's global customer base on a 24*7 basis. The ideal candidate should have a strong background in building teams in a hybrid setting where full time Cloudflare employees and outsourced contract resources blend seamlessly together as one cohesive team. As the leader of the Global Capability Center (GCC) Customer Success team, you will collaborate internally and externally to engage, measure and guide customers 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.
Responsibilities:

• Lead and build the GCC Customer Success organization, driving measurable positive business outcomes, customer satisfaction and retention and expansion across our customer base.
• Oversee the strategy and planning for the entire customer lifecycle, mapping it to the Customer Value Journey that focuses on defining, tracking and measuring business outcomes and value.
• Build the operating model and playbook to execute the Customer Success programs
• 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 does not sacrifice our high standard of excellence when providing support to customers.
• Manage, coach, and mentor a team of talented and ambitious Customer Success professionals.
• Hire and nurture talent into our Customer Success organization that is equipped to meet the demands of our rapidly evolving business and customer base.
• Work closely with Sales and Marketing on customer advocacy programs.
• Shape our Customer Success culture commensurate to the level of effort required to drive customer satisfaction.
• Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes.
• Prioritize and funnel customer feedback to the Customer Experience and Product Management team to optimize the whole service experience.
• Drive the executive customer engagement programs to ensure tight connections and fast feedback loops with customers, influencers and the Cloudflare executive team
• Establish and maintain relationships with key customers, service delivery partners, and Cloudflare partners to drive revenue growth and customer satisfaction.
• Monitor and analyze key performance metrics for customer success services, including NRR, DNR, Churn and product adoption, staff utilisation and customer satisfaction, and take action to address any issues or opportunities.
• Build and maintain a high-performing customer success services team by hiring, training, coaching, and mentoring team members.
• Develop and implement processes and methodologies that improve the efficiency and effectiveness of customer success services delivery.
• Effective customer and internal stakeholder relationship development & management including at CxO level demonstrating the associated executive presence, and a proven track record of conducting executive business reviews with the associated level of written and verbal communication skills.
• Ability to prioritize, multi-task, and perform effectively under pressure understanding client sentiment, driving escalations, and leading & working with multiple cross functional teams across time zones to deliver the required customer outcomes including our Product, Engineering, Network, Support and Account Team leaders.
• Purpose-driven builder profile who would thrive as a self-starter in a fast-paced iterative engineering environment, taking ownership to create new paths to establish the required delivery maturity models.

Qualifications:

• Bachelor's degree in Business, Information Technology, or a related field.
• Minimum of 10 years of experience in customer success services
• Experience overseeing more than $500M in ARR
• Experience serving in a CSP (Cloud Service Platform), Security and Networking company will be a huge plus
• Proven ability to drive organisations through rapid growth and global expansion at scale, and understands the criticality of operational excellence.
• Passion for recruiting, building and scaling world-class teams
• Minimum of 5 years of experience managing teams that services customers across APJC
• Strong understanding of the Customer Success landscape, including both internal as well as outsourced provided services variants
• Excellent communication, negotiation, interpersonal and relationship building skills.
• Proven ability to manage complex situations and multi-stakeholder engagements.
• Strong analytical and problem-solving skills.
• Experience with Gainsight or similar Customer Success Management tools is a plus.

Bonus Points:

1. Prior experience managing and building large teams (50+ individuals) who are servicing customers on a 24*7 basis
2. Industry specific experience & knowledge from working with key FSI, Public Sector and Telecommunications customers.
3. Fundamental understanding of how the Internet works (OSI Model) with a basic understanding of Layers 3/4/7 and familiarity working on related customer projects, such as data center migration, CDN's, internet performance & internet security.
4. Customer & field enablement or transformation experience.