Manager, Customer Success - India

Available Locations: Bangalore, India About the Department
As the leader of the India Customer Success team, you will collaborate internally and externally to engage, measure and guide customers from Onboarding, to Adoption, to Value Realization. You must be comfortable both consulting and negotiating across multiple client levels and possess a solid foundation and understanding of their business objectives. You will inspire and guide our team and our customers towards the adoption of Cloudflare's platform as the foundation of their networking and security infrastructure.
What you'll do

• Manage the India Customer Success organization as a hands-on leader, building collaborative team culture, driving measurable positive business outcomes (customer satisfaction, adoption, retention and expansion) across our customer base.
• Manage, coach, and mentor a team of talented and ambitious Customer Success professionals (Customer Success Managers & Customer Solutions Engineers).
• Partner with the engineering, product, enablement, sales and technical support teams to ensure positive customer outcomes.
• Execute an ongoing program for measuring Customer Satisfaction, building upon and improving the current efforts already in place.
• Define and mature an organizational structure for scale that does not sacrifice our high standard of excellence when providing support to customers.
• Hire and nurture talent into our Customer Success organization that is equipped to meet the demands of our rapidly evolving business and customer base.
• Shape our Customer Success culture commensurate to the level of effort required to drive customer satisfaction.
• Prioritize and funnel customer feedback to the Customer Experience and Product Management team to optimize the whole service experience.

Examples of desirable skills, knowledge and experience

• Global leader with 10 years in SaaS/Cloud companies and over 5 years in a Customer Success leadership role is essential
• Entrepreneurial, unafraid to roll-up sleeves, get it done and "lead from the front"
• Proven leader and motivator with deep experience building and leading growing customer success organization
• Experience serving in a CSP (Cloud Service Platform), Security and Networking company will be a huge plus
• Experience in organizations with a complex, strategic sale, where best practices and technology define a customer's success.
• Significant experience interfacing and working with large strategic enterprise customers.
• Experience managing NPS and Dollar-based Net Retention (DNR) in a high-growth environment.
• Has driven organizations through rapid growth and global expansion at scale, and understands the criticality of operational excellence.
• Excellent people management skills; high empathy and consideration for team morale and individual career progression.
• Interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog in difficult conversations.
• Proven effectiveness at leading and facilitating executive meetings and workshops