CloudflareSenior Customer Success Manager
Manage post-sale experiences for Cloudflare's largest Enterprise customers, ensuring their success and satisfaction.
About Us
At Cloudflare, we are on a mission to help build a better Internet.
Locations: Atlanta, GA, Austin, TX, Denver, CO, San Francisco, CA
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
You will be responsible for ensuring the success of Cloudflare’s largest Enterprise customers and managing all of their post-sale experiences.
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.
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 your book of business; this is driven through demonstrating the value the products and services provide to the customer’s business via quarterly reviews.
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 all suitable 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.
Examples of desirable skills, knowledge and experience
- Bachelor's degree required.
- 5+ 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 high value 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.
- Familiarity with Gainsight as plus.
- 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 New York and Texas based: Estimated annual salary of $143,000.00 - 175,000.00
- For New York City, Washington, DC Metro based: Estimated annual salary of $159,000.00 - 195,000.00
- For San Francisco Bay Area: Estimated annual salary of $167,000.00 - $205,000.00
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.
What Makes Cloudflare Special?
We’re not just a highly ambitious, large-scale technology company.
Sound like something you’d like to be a part of? We’d love to hear from you!