As a Principal Customer Success Manager, you will drive retention and expansion for critical clients, managing post-sale relationships and delivering business value through strategic planning and product expertise.
Available location: Munich, Germany
What you'll do
In your role as Principal Customer Success Manager, you will be the ultimate Trusted Advisor and the most senior post-sale relationship owner for a select group of Cloudflare's most critical clients, typically large multinational enterprises. You will bring strong relationship-building experience, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure the customer's satisfaction with Cloudflare's services.
Key Responsibilities:
As a Principal CSM, you are driving retention, adoption, and expansion across your book of business. Key responsibilities include:
Required skills, knowledge and experience
What you'll do
In your role as Principal Customer Success Manager, you will be the ultimate Trusted Advisor and the most senior post-sale relationship owner for a select group of Cloudflare's most critical clients, typically large multinational enterprises. You will bring strong relationship-building experience, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure the customer's satisfaction with Cloudflare's services.
Key Responsibilities:
As a Principal CSM, you are driving retention, adoption, and expansion across your book of business. Key responsibilities include:
- Executive Partnership: Serve as the most senior post-sale point-of-contact, building deep, trusted relationships with C-level executives (CIO, CISO, CTO) and other strategic stakeholders within your assigned accounts.
- Strategic Success Planning: Lead the development, alignment, and execution of joint, multi-year Customer Success Plans that translate Cloudflare's platform capabilities into measurable business outcomes, such as accelerating digital modernization and adopting a Zero Trust architecture.
- Business Value Delivery: Plan and lead sophisticated Executive Business Reviews (EBRs), delivering data-driven insights, showcasing realized ROI, and presenting the strategic roadmap for future Cloudflare adoption.
- Commercial Leadership: Own and drive revenue retention and expansion targets. Proactively identify risks and new opportunities for product cross-sell and up-sell, leveraging your deep understanding of the customer's business and industry.
- Cross-Functional Orchestration: Act as the internal champion and coordinator for the customer, mobilizing and leading extended teams (Sales, Solutions Engineers, Product, Support, and Engineering) to ensure seamless delivery, issue resolution, and a consistently high-quality experience.
- Product Expertise: Maintain a strong understanding of the Cloudflare Connectivity Cloud, confidently discussing technical solutions around Security (DDoS, WAF, Zero Trust) and Performance (CDN, Edge Compute), and articulating the value of new features.
- Issue Handling: Communicate and escalate potential customer issues through the appropriate channels to ensure timely resolution.
Required skills, knowledge and experience
- Experience:
- 10+ years of progressive experience in a strategic, post-sales, customer-facing role (e.g. Customer Success, Strategic Account Management) within a B2B Enterprise SaaS or Cloud company. Minimum 4 years in a customer success role are required.
- Demonstrated experience managing a book of business comprising large, strategic accounts in the multinational enterprise segment.
- Technical Acumen:
- Strong technical foundation and working knowledge of the Cloud, SASE, and SaaS application landscape.
- Deep understanding of networking concepts and security principles, including DNS, HTTP, TLS, Cloud Security, WAF, and Zero Trust.
- Leadership & Communication Skills:
- Exceptional executive-level presence with superior verbal, written, and presentation skills (ability to articulate complex topics simply and persuasively).
- Proven ability to lead complex projects, prioritize ruthlessly, and manage ambiguity in a fast-paced, high-growth environment.
- High degree of empathy, curiosity, and transparency-core Cloudflare values.
- Fluent language skills in both German and English
Top Skills
Cloud
Cloud Security
Dns
HTTP
SaaS
Sase
Tls
Waf
Zero Trust
Cloudflare Denver, Colorado, USA Office
Denver, Colorado, United States, 80014
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