As a Principal Customer Success Manager, you will drive retention and expansion for critical clients, managing post-sale relationships and delivering business value through strategic planning and product expertise.
Available location: Munich, Germany
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:
Required skills, knowledge and experience
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
Cloud
Cloud Security
Dns
HTTP
SaaS
Sase
Tls
Waf
Zero Trust
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