Senior Customer Service Manager

At Cloudflare, we are on a mission to help build a better Internet. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. At Cloudflare, we’re not looking for people who wait for a polished roadmap; We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.

Available location: remote Sweden

In your role as Senior Customer Success Manager , you will be the ultimate Trusted Advisor and the most senior post-sale relationship owner for a select group of Cloudflare’s most critical clients, typically large multinational enterprises. You will bring strong relationship-building experience, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure the customer’s satisfaction with Cloudflare’s services.

As a Senior CSM, you are driving retention, adoption, and expansion across your book of business. Executive Partnership: Serve as the most senior post-sale point-of-contact, building deep, trusted relationships with C-level executives (CIO, CISO, CTO) and other strategic stakeholders within your assigned accounts.
Strategic Success Planning: Lead the development, alignment, and execution of joint, multi-year Customer Success Plans that translate Cloudflare's platform capabilities into measurable business outcomes, such as accelerating digital modernization and adopting a Zero Trust architecture.
Business Value Delivery: Plan and lead sophisticated Executive Business Reviews (EBRs) , delivering data-driven insights, showcasing realized ROI, and presenting the strategic roadmap for future Cloudflare adoption.
Commercial Leadership: Own and drive revenue retention and expansion targets. Cross-Functional Orchestration: Act as the internal champion and coordinator for the customer, mobilizing and leading extended teams (Sales, Solutions Engineers, Product, Support, and Engineering) to ensure seamless delivery, issue resolution, and a consistently high-quality experience.
Maintain a strong understanding of the Cloudflare Connectivity Cloud, confidently discussing technical solutions around Security (DDoS, WAF, Zero Trust) and Performance (CDN, Edge Compute) , and articulating the value of new features.
~ Customer Success, Strategic Account Management) within a B2B Enterprise SaaS or Cloud company. Demonstrated experience managing a book of business comprising large, strategic accounts in the multinational enterprise segment.

Strong technical foundation and working knowledge of the Cloud, SASE, and SaaS application landscape.
Deep understanding of networking concepts and security principles, including DNS, TLS, Cloud Security, WAF, and Zero Trust.
Exceptional executive-level presence with superior verbal, written, and presentation skills (ability to articulate complex topics simply and persuasively).
Proven ability to lead complex projects, prioritize ruthlessly, and manage ambiguity in a fast-paced, high-growth environment.
Fluent language skills in both Swedish and English

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.
Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries 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.
: In 2017, we created the 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. Since the project, we've provided services to more than 425 local government election websites in 33 states.
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.
S. export control laws, including the U.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.
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. 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 Het emailadres op remoteworld.teamtailor.com bekijken.