Senior Customer Success Manager, Greater China

Cloudflare, Inc.
United States, California, San Francisco
101 Townsend Street (Show on map)
Nov 23, 2024
About Us 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! Available Location: This role is based in Beijing, China. Customer Success @ Cloudflare Customer Success at Cloudflare is focused on customer adoption and value realization 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 Customer Success Manager to join our team in the Greater China 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 adoption, expansion, and customer satisfaction. Key Responsibilities: Build and maintain strong relationships with key customer stakeholders, including C-level executives, technical leaders, and business owners Fully manage the customer life cycle Work with your customer account teams to plan and execute long-term account plans to facilitate retention and expansion via product adoption and consumption growth. 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 Serve as the voice of the customer within Cloudflare, and advocate for their needs and priorities Work cross-functionally with Sales, Product, Engineering, Support, Marketing, and other teams to resolve customer challenges and work towards their stated goals. 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 adoption and business growth Requirements: Fluent in English & Mandarin Chinese is a must 3-5 years of experience in a customer-facing role, in the technology industry Strong understanding of cloud-based technologies and application security Proven track record of managing large, complex customer accounts and driving customer adoption 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 What 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. 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 hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.