Customer Success Manager - Cloudflare
Austin, TX
About the Job
At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us!
Locations: Austin/TX, New York, Washington, DC
About the Department
Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together help our customers adopt Cloudflare and create great Internet-enabled experiences.
The sales team at Cloudflare helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our community.
What you'll do
As a Customer Success Manager on our Digital+ team, you’ll play a critical role in supporting a pool of Enterprise customers post-sale to ensure their successful adoption and satisfaction with Cloudflare’s solutions. Your responsibilities will center on addressing inbound customer requests, driving customer engagement, and facilitating the effective use of our products and services to deliver measurable business value.
You will bring strong relationship-building experience, product knowledge, project management, process improvements and organizational skills, as well as a high degree of empathy to ensure the customer’s satisfaction with Cloudflare’s services.
You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for the retention of the pool of customers; this is driven through demonstrating the value the products and services provide to the customer’s business via 1:many engagements (office hours, appointments, webinars, workshops) and bespoke 1:1 engagements.
Additional responsibilities will include
- Manage the customer lifecycle post-contract, identifying and communicating relevant features and functionality to support specific business needs.
- Foster strong relationships with customers and internal teams to find solutions to problems and ensure customer satisfaction.
- Lead retention efforts by demonstrating the value Cloudflare’s products and services provide, through both 1:many engagements (e.g., office hours, webinars, workshops) and tailored 1:1 interactions.
- Coordinate and execute business reviews, delivering insights and recommendations to ensure customer alignment with business objectives.
- Leverage customer data to uncover potential risks and expansion opportunities, supporting growth and long-term retention.
- Work collaboratively with Product, Engineering, Marketing, and other internal teams to resolve customer business issues to drive customer business outcomes.
- Communicate and escalate potential customer issues through the appropriate channels to ensure timely resolution.
- Triage and manage inbound inquiries, gathering necessary detail for internal follow-up.
- Identify areas for improvement with internal processes.
- Assist with the development of customer-facing materials for scalable 1:many engagements.
Examples of desirable skills, knowledge and experience
- Bachelor's degree required.
- 3+ years of experience in cloud security in a customer-facing role with a technical background preferred.
- Strong understanding of computer networking, cloud security, and “how the internet works.”
- Knowledge of application, server, and network security is highly desirable.
- Strong relationship-building skills and experience working with enterprise-level customers.
- Proficiency in project management and organizational skills, with a proven ability to prioritize and multitask in a dynamic environment.
- Excellent interpersonal communication (both verbal and written) and presentation skills.
- Ability to analyze data to identify trends and insights for customer engagement.
- Proven track record in planning and executing successful Business Reviews.
- High degree of empathy and a customer-centric mindset to ensure the customer’s success and satisfaction.
Compensation
Compensation may be adjusted depending on work location.
- For Colorado, New York and Texas based: Estimated annual salary of $113,000 - 139,000
- For New York City, Washington, DC Metro and California based (excluding Bay Area): Estimated annual salary of $120,000 - 146,000
- For San Francisco Bay Area based hires: Estimated annual salary of $126,000 - 154,000
Equity
This role is eligible to participate in Cloudflare’s equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits
- Medical/Rx Insurance
- Dental Insurance
- Vision Insurance
- Flexible Spending Accounts
- Commuter Spending Accounts
- Fertility & Family Forming Benefits
- On-demand mental health support and Employee Assistance Program
- Global Travel Medical Insurance
Financial Benefits
- Short and Long Term Disability Insurance
- Life & Accident Insurance
- 401(k) Retirement Savings Plan
- Employee Stock Participation Plan
Time Off
- Flexible paid time off covering vacation and sick leave
- Leave programs, including parental, pregnancy health, medical, and bereavement leave
What Makes Cloudflare Special?
We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.
Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.
Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.
1.1.1.1: We released1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something you’d like to be a part of? We’d love to hear from you!
This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.
Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actualrace, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.
