Customer Success Manager

Cloudflare•San Francisco, CA

21d

About The Position

This is a critical role where you will be responsible for ensuring the success of Cloudflare’s 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. Our mission is to deliver great customer outcomes and also growth of adoption and utilization of Cloudflare solutions. 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 and growth 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 and understanding what next and at what time based upon your customers needs and goals. Ideally we are looking for applications who can show demonstrable experience of at least 3+ years partnering with multinational customers driving Digital and / or Network transformation at scale and at pace. Additional responsibilities will include: Be a Trusted Advisor to your customers, Work with your account teams to plan and execute long term Success Plans with our largest customers to facilitate retention and growth via product and new business unit expansion, Develop and maintain long-term relationships with stakeholders in your account portfolio, Work cross-functionally with Product, Engineering, Systems Reliability Engineering, Marketing and other teams to resolve customer business issues and work towards their stated goals, Manage customer feedback and product needs by providing feature requests to internal partner teams, Able to demonstrate how your customer engagement directly impacts their growth and adoption of Cloudflare Solutions and Services, Expected up to 50% travel for customer visits.

Requirements

Bachelor's degree and / or other professional qualification
3+ years of experience in a Customer Success/Account Management role
Understanding of SAAS / SASE / Cloud Applications landscape
Strong understanding of or willing to learn about computer networking and “how the internet works” with network security a plus
Experience with project management, account portfolio planning, Cloud implementation and prioritization
Ability to prioritize, multi-task, and perform effectively under pressure
Strong interpersonal communication skills (verbal, written and video call) as well as organizational skills
Track record of successful planning and execution of Executive Business Reviews
Commercial acumen and awareness to drive successful outcomes

Nice To Haves

Experience in cloud security and/or performance industries preferred

Responsibilities

Be a Trusted Advisor to your customers
Work with your account teams to plan and execute long term Success Plans with our largest customers to facilitate retention and growth via product and new business unit expansion
Develop and maintain long-term relationships with stakeholders in your account portfolio
Work cross-functionally with Product, Engineering, Systems Reliability Engineering, Marketing and other teams to resolve customer business issues and work towards their stated goals
Manage customer feedback and product needs by providing feature requests to internal partner teams
Able to demonstrate how your customer engagement directly impacts their growth and adoption of Cloudflare Solutions and Services
Expected up to 50% travel for customer visits

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
Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan
Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave