What you'll do
In your role as Principal 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.
Key Responsibilities:
As a Principal CSM, you are driving retention, adoption, and expansion across your book of business. Key responsibilities include:
- 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. Proactively identify risks and new opportunities for product cross-sell and up-sell, leveraging your deep understanding of the customer's business and industry.
- 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.
- Product Expertise: 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.
- Issue Handling: Communicate and escalate potential customer issues through the appropriate channels to ensure timely resolution.
Required skills, knowledge and experience
- Experience:
- 10+ years of progressive experience in a strategic, post-sales, customer-facing role (e.g. Customer Success, Strategic Account Management) within a B2B Enterprise SaaS or Cloud company. Minimum 4 years in a customer success role are required.
- Demonstrated experience managing a book of business comprising large, strategic accounts in the multinational enterprise segment.
- Technical Acumen:
- Strong technical foundation and working knowledge of the Cloud, SASE, and SaaS application landscape.
- Deep understanding of networking concepts and security principles, including DNS, HTTP, TLS, Cloud Security, WAF, and Zero Trust.
- Leadership & Communication Skills:
- 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.
- High degree of empathy, curiosity, and transparency-core Cloudflare values.
- Fluent language skills in both German and English
Top Skills
What We Do
Cloudflare, Inc. (NYSE: NET) is the leading connectivity cloud company on a mission to help build a better Internet. It empowers organizations to make their employees, applications and networks faster and more secure everywhere, while reducing complexity and cost. Cloudflare’s connectivity cloud delivers the most full-featured, unified platform of cloud-native products and developer tools, so any organization can gain the control they need to work, develop, and accelerate their business.
Powered by one of the world’s largest and most interconnected networks, Cloudflare blocks billions of threats online for its customers every day. It is trusted by millions of organizations – from the largest brands to entrepreneurs and small businesses to nonprofits, humanitarian groups, and governments across the globe.
Why Work With Us
Cloudflare employees come from all walks of life. We are mission-driven, and our team is energized by a collaborative, creative environment that celebrates our differences and fosters new ways to grow together.
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Employees engage in a combination of remote and on-site work.
We are committed to developing a global team that is distributed with a flexible working approach. Doing this equitably and inclusively is essential to our success. Visit our careers site for more on 'How & Where We Work.'
