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!

REQUIRED SKILL SET:

• Strong experience in a customer-facing/account management role, preferably within a B2B SaaS or technology environment.
• Excellent communication in English and Mandarin Chinese is a must.
• Adaptability and resilience in navigating complex situations and a rapidly evolving market.
• Exceptional critical problem-solving skills to address client challenges and identify opportunities for growth.
• Demonstrated ability to align our platform’s value with a client’s business strategy and objectives.
• Comprehensive product knowledge, including industry trends and emerging technologies.
• 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.
• Bachelor’s degree in technology or equivalent experience.
• Experience with Gainsight (good to have - optional)

We are seeking an experienced Customer Success Manager (Individual Contributor role) to join our team, specializing in the dynamic iGaming and Entertainment industries. In this role, you will be a trusted advisor to our customers, responsible for managing and growing our client base from this vertical. You will work closely with them to ensure they fully leverage our platform’s capabilities, realize the full value of their investment, and achieve their business objectives. You will also collaborate with our internal teams 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 lifecycle, from onboarding, product adoption, value realization and expansion.
• Work with your account teams to plan and execute long-term account strategies that 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 on how to best leverage our platform to achieve their goals.
• Serve as the voice of the customer internally, advocating for their needs and priorities.
• Work cross-functionally with Sales, Product, Engineering, and other teams to resolve customer challenges and achieve their stated goals.
• Analyze customer data and provide insights to leadership on customer trends, needs, and opportunities.
• < 15% travel, based on business needs