Customer Success Manager • Lead

Who you are

You have a proven track record in sales and customer management, with at least 5 years of experience leading teams in a technology-driven environment. Your leadership style is collaborative and you thrive in guiding motivated teams to achieve their goals. You understand the importance of customer retention and have successfully implemented strategies that enhance customer satisfaction and loyalty. You are committed to fostering a diverse and inclusive workplace, recognizing that varied perspectives lead to better outcomes.

You possess excellent communication skills, enabling you to articulate complex ideas clearly and effectively to both internal teams and external stakeholders. Your analytical mindset allows you to assess performance metrics and make data-driven decisions that positively impact renewals and customer engagement. You are adaptable and can navigate the challenges of a fast-paced environment while maintaining a focus on team development and customer success.

Desirable

Experience in the technology sector, particularly in SaaS or cloud services, is highly desirable. Familiarity with account management tools and CRM systems will give you an edge in this role. A background in developing training programs for team members will also be beneficial, as you will be responsible for mentoring and developing your team.

What you'll do

As the Director of Renewals, you will lead a team of Renewals Managers across the APJC region, focusing on renewing and managing existing accounts. You will develop and implement strategies to enhance customer retention and satisfaction, ensuring that your team meets and exceeds renewal targets. You will collaborate closely with sales, marketing, and product teams to align customer needs with company offerings, driving a seamless customer experience.

You will analyze renewal trends and customer feedback to identify areas for improvement and innovation in the renewal process. Regularly reporting on team performance and customer satisfaction metrics will be a key part of your role, allowing you to make informed decisions that drive success.

You will also be responsible for fostering a culture of continuous improvement within your team, encouraging professional development and knowledge sharing. By mentoring your team members, you will help them grow in their roles and achieve their career aspirations.

What we offer

Cloudflare offers a dynamic work environment where you can make a significant impact on our mission to build a better Internet. We provide competitive compensation and benefits, including flexible working arrangements to support work-life balance. You will have the opportunity to work with a diverse team of talented individuals who are passionate about technology and customer success. Join us in shaping the future of the Internet while developing your career in a supportive and inclusive culture.