Customer Success Manager, iG&E (Mandarin Speaking) - Singapore

Available Location: Singapore
Customer Success @ Cloudflare
Customer Success at Cloudflare is focused on customer adoption and value realisation of Cloudflare Solutions. We work closely with our customers in the closing stages of the sales cycle being ready to partner with them as they implement, adopt and optimize our cloud solutions around their business goals and objectives. We are proactively driven to fully understand their WHY so that we can articulate WHAT we can do to help to ensure full value and outcomes from Cloudflare Solutions and Products.
The Customer Success Teams consist of Customer Success Managers and Customer Solutions Engineers to proactively engage with customer needs to help accelerate the outcomes that our customers are looking to achieve.
The Customer Success Team works closely across all of the Cloudflare Team particularly with Strategic Account Executives, Business Development Representatives, Solution Engineers, Product and Sales Operations to help our customers adopt Cloudflare and create great Internet-enabled experiences.
What you'll do
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

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)