Senior Manager, Customer Success & Services, DACH

Location: London, UK
What you'll do as a Senior Manager of Customer Success, DACH
You will lead a team of Customer Success Managers and Customer Solutions Engineers (CSEs), who are tasked with driving transformational change helping our largest enterprise customers realise and accelerate Business Value. They are our customers' advocates and product experts, leveraging their knowledge to ensure our enterprise customers understand and utilize the Cloudflare platform to its fullest extent according to Best Practices. Their goal is to help customers adopt our platform and derive the most value possible from their Cloudflare investment.
You are responsible for empowering and enabling the team to be successful in line with our strategic imperatives and Cloudflare capabilities, setting clear goals and measuring performance along the way. You will work closely with our Enterprise customers by observing and coaching on opportunities for development. You will onboard new team members helping them establish a 30/60/90 day plan and you will ensure workloads are appropriately distributed within the team. You are approachable and provide constructive developmental feedback to help us build a high performance culture. You will help escalate and identify issues quickly and efficiently and you will work with your peers and leadership to ensure proper regional & cross-regional coordination.
To aid your team, you will work closely with every team at Cloudflare, from Sales, Sales Engineering, Product, Engineering and Customer Support. Your goal of customer success should drive you through the entire organization as you seek out and advise your team on how to create scalable solutions for your customers needs.
Examples of desirable skills, knowledge, experience and goals
Our Customer Success Managers and Customer Solutions Engineers come from a wide range of backgrounds: financial consulting, engineering, software development, product management, customer support & project delivery. We're serious about building a diverse team. When hiring we look for diversity of experience combined with genuine curiosity for our technology and how this applies to solving our Customers largest business issues.
Ultimately, you are passionate about technology, have the ability to explain complex technical concepts in easy-to-understand terms and you like coaching, empowering and helping others to develop their careers. You are naturally curious and an avid builder who is not afraid to get your hands dirty. On the CS team, you will find a collaborative environment where everyone brings different strengths and jumps in to help each other. You will be an integral part of driving that culture.
Requirements
The Senior Manager of Customer Success will have:

• Minimum 3 years of experience working as a CSM or Consultant, leading a customer success team with proven performance and specific revenue goal achievement. 5+ years' experience leading Consulting Services, Business Transformation or Technical teams, with proven coaching and leadership skills.
• Demonstrable experience in understanding and solving escalations, team issues or other management related scenarios.
• Experience in developing team or company wide improvement programs relative to People (eNPS), Process and Technology or Tooling
• Deep understanding of software businesses, with knowledge of both the subscription and renewal models.
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Business development knowledge and, ideally, experience growing a business.
• Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.

Inter-Team Goals

• Cultivate cross team/office/region coordination, keep us all connected as one team.
• Facilitate knowledge transfer between teams. Ensure the team learns from the great ideas of single team members. Ensure mistakes are not repeated within the team.
• Develop strong relationships outside of CSE organization to aid in escalation of issues (product/support/engineering/special projects/marketing/legal/etc).
• Maintain strong communications with Sales and Customer Success leads.

Intra-Team Goals

• Keep the pulse of the team: who is happy, productive, performing and where challenges lie developing plans to address.
• Know each member's strengths and how they would each like to develop.
• Exemplify and cultivate positive Cloudflare culture traits.
• Provide support and confidence to team members.
• Cultivate a very open communication environment. Feedback is welcome and appreciated.
• Maintain a culture of independence amongst team members whilst offering advice when appropriate.

Personal Goals

• Maintain trust and respect from the team.
• Ability to handle any call from any customer.

Responsibilities

• Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner.
• Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within the team.
• Aligning with global leaders to develop and optimize a data-led model of the customer journey, then make sure all internal stakeholders are aligned on it. Also works with their CS Ops specialists to ensure customer data is correct and that everyone uses the same data sets (data hygiene).
• Ensuring that the team is following proven playbooks and using our systems, such as Gainsight, to the best of our advantage
• Driving Customer Value Lifecycle Management on a repeated iterative basis
• Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics.
• Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.
• Drafting, approving, and implementing compensation plans for the entire CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement.
• Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships.