Senior Manager, Customer Success & Services, Northern Europe and CEEMEA

Cloudflare; Greater London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Manager for Customer Success & Services in Northern Europe and CEEMEA. This pivotal role involves leading a team of Customer Success Managers and Solutions Engineers to drive transformational change and maximize customer value. With a focus on collaboration and strategic planning, you will develop scalable solutions that enhance customer relationships and drive product adoption. Join a forward-thinking company committed to building a better Internet, where your leadership will foster a high-performance culture and support individual growth within a diverse and inclusive team.

Qualifications

• 3+ years of experience in Customer Success Management or consulting.
• Proven ability to lead teams and drive customer value.

Responsibilities

• Lead and scale the customer success department to optimize processes.
• Enhance customer relationships through engagement and proven practices.

Skills

Customer Success Management

Consulting

Business Transformation

Technical Leadership

Communication Skills

Data-Driven Strategic Planning

Tools

Gainsight

Job description

Senior Manager, Customer Success & Services, Northern Europe and CEEMEA

Join us to apply for the Senior Manager, Customer Success & Services, Northern Europe and CEEMEA role at Cloudflare.

About Us

At Cloudflare, we are on a mission to help build a better Internet. We operate one of the world’s largest networks, powering millions of websites and Internet properties for a diverse range of customers. Our platform protects and accelerates Internet applications without hardware, software, or code modifications. Cloudflare's global network improves performance and security, earning recognition as one of the most innovative companies.

We value curiosity, empathy, diversity, and inclusion. We seek individuals eager to develop and learn, supporting their growth within our team. Location: London, UK.

What You’ll Do

Lead a team of Customer Success Managers and Customer Solutions Engineers to drive transformational change and maximize customer value. Set goals, measure performance, onboard new team members, and foster a high-performance culture. Collaborate across departments to create scalable solutions and ensure customer success.

Desired Skills & Experience

• At least 3 years as a CSM or Consultant, leading successful customer success teams with revenue targets; 5+ years in consulting, business transformation, or technical leadership.
• Experience managing escalations and team issues.
• Proven ability to develop improvement programs related to People, Processes, and Technology.
• Deep understanding of software subscription and renewal models.
• Excellent communication skills, capable of engaging with C-level executives.
• Business development experience and data-driven strategic planning skills.

Goals

Foster cross-team collaboration, develop strong external relationships, maintain team health, and support individual growth. Cultivate a positive culture, encourage open communication, and promote independence.

Responsibilities

• Build and scale the customer success department, optimizing processes and strategies.
• Enhance customer relationships and drive value through direct engagement and proven practices.
• Align with global leaders on data-led customer journey models and ensure data integrity.
• Implement proven playbooks and utilize tools like Gainsight effectively.
• Drive product adoption, loyalty, retention, and reduce churn.
• Collaborate on upsell/cross-sell strategies to increase ROI.
• Develop and approve compensation plans to motivate performance.
• Manage relationships within the team to maintain and improve customer interactions.

Additional Information

Cloudflare’s initiatives include Project Galileo, the Athenian Project, and the launch of 1.1.1.1, emphasizing our commitment to a safer, more open Internet. We are an equal opportunity employer committed to diversity and inclusiveness. Reasonable accommodations are available for applicants with disabilities.