Senior Manager, Customer Success & Services

About Us

At Cloudflare, we are on a mission to help build a better Internet.

Location: London, UK

What you’ll do as a Senior Manager of Customer Success & Services

Customer Solutions Engineers (CSE), are our customers trusted technical advisors.

You are the team enabler, point of reference and coach.

Requirements

The Customer Solutions Engineer Manager role has the same requirements as the Customer Solutions Engineering role with the following additions:

• 8+ years of experience leading technical teams, with proven coaching, leadership skills in team management.
• Demonstrable experience in understanding and solving escalations, team issues or other management related scenarios.

Inter-Team Goals

• Cultivate cross team/office/region coordination, keep us all connected as one team.
• Facilitate knowledge transfer between teams.
• Develop strong relationships outside of CSE organization to aid in escalation of issues (product/support/engineering/special projects/marketing/legal/etc).
• Maintain strong communications with Sales and Customer Success leads.

Intra-Team Goals

• Keep the pulse of the team: who is happy, productive, performing.
• Exemplify and cultivate positive culture traits.
• Provide support and confidence to team members.
• Cultivate a very open communication environment.
• Maintain a culture of independence amongst team members whilst offering advice when appropriate.

Personal Goals

• Maintain trust and respect from the team.
• Ability to handle any call from any customer.

Responsibilities

• Workload Management.
• Conduct 1:1’s with team members.
• Act as a point of escalation for team issues, escalate issues that can’t be solved within the team.
• Recruit, interview, and onboard new team members.
• Report on individual CSE strengths and weaknesses.

Examples of desirable skills, knowledge, experience and goals

Our Customer Solutions Engineers come from a wide range of backgrounds: financial consulting, engineering, software development, product management, customer support & project delivery.

Ultimately, you are passionate about technology, have the ability to explain complex technical concepts in easy-to-understand terms and you like coaching and teaching.

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries 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: In 2017, we created the 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 released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver.

Sound like something you’d like to be a part of?

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations.

Cloudflare is proud to be an equal opportunity employer.