Principal Customer Success Manager, Nordics

10+ years of progressive experience in a strategic, post-sales, customer-facing role. Minimum 4 years in a customer success role. Demonstrated experience managing a book of business with large, strategic enterprise accounts. 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. Exceptional executive-level presence with superior verbal, written, and presentation skills. Proven ability to lead complex projects, prioritize, and manage ambiguity. High degree of empathy, curiosity, and transparency. Fluent language skills in both Swedish and English.

Serve as the most senior post-sale point-of-contact for critical clients. Build deep, trusted relationships with C-level executives and strategic stakeholders. Lead the development and execution of joint, multi-year Customer Success Plans. Plan and lead Executive Business Reviews (EBRs) with data-driven insights. Own and drive revenue retention and expansion targets. Identify risks and new opportunities for product cross-sell and up-sell. Act as the internal champion and coordinator for the customer. Maintain strong understanding of Cloudflare Connectivity Cloud and articulate value of features. Communicate and escalate potential customer issues for timely resolution.