Customer Success Manager

• Own the consolidated renewal calendar across Cloudflare subscriptions and BRIXIO service contracts
• Lead proactive renewal planning and client conversations
• Review usage, entitlements, service requirements and managed-service needs during subscription renewals
• Maintain renewal forecasts and account-health views
• Identify at-risk accounts and coordinate recovery plans
• Review lost renewals and capture actionable insights
• Convert completed Cloudflare implementation projects into ongoing support and managed-service relationships
• Work with Delivery Managers at project closure and hypercare exit to progress conversion opportunities
• Maintain a structured conversion pipeline with statuses and next actions
• Develop commercial proposals with the Sales Director and operations teams
• Manage prepaid and on-demand professional services contracts to support utilisation, client value and future renewal
• Prepare and lead Quarterly Business Reviews for major accounts
• Establish governance rhythms for mid-sized and smaller accounts
• Maintain portfolio dashboards covering account health, renewal status, risks and conversion performance
• Segment accounts and adjust segmentation as relationships evolve
• Identify and qualify account expansion opportunities based on client needs and usage signals
• Collaborate with sales to progress opportunities and manage smaller opportunities directly where appropriate
• Keep clients informed about relevant Cloudflare capabilities
• Collaborate across operations, support, sales, architecture, pre-sales and finance teams
• Maintain account, renewal and pipeline information in Zoho CRM and BrixioOne
• Establish scalable processes and ways of working for the newly created function
• Establish the portfolio baseline, 12-month renewal calendar, conversion pipeline, service-consumption ownership and QBR reporting structure during the first 90 days

Customer Success Manager – Managed Services, Support

• Own the customer relationship, account, onboarding, adoption, renewal, and expansion after signing
• Manage a book of live accounts and all open items
• Run follow-ups on open items, deals, escalations, and promised callbacks
• Take new customers live by setting up call forwarding, building flows, connecting supported integrations, and testing end to end
• Configure flow builders, prompt builders, transfer settings, SMS, and notification rules
• Conduct several customer calls per day for onboarding, check-ins, escalations, and saves
• Identify churn risks, work past-due invoices, and close upsells
• Identify repetitive back-office work suitable for future automation
• Document recurring fixes as reusable plays
• Manage engineering handoffs, customer updates, timelines, and follow-up through closure
• Submit complete engineering escalations and independently build/test product flows during the first 90 days

Customer Success Manager jobs in Romania

Customer Success Manager – Managed Services, Support

Customer Success Manager, AI Agents