Senior Customer Success Manager
Cloudflare
full-time
Posted on:
Location Type: Hybrid
Location: Austin • Texas • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
Cloud
About the role
- Responsible for ensuring the success of Cloudflare’s largest Enterprise customers and managing all of their post-sale experiences.
- Maintain a deep understanding of Cloudflare solutions and present relevant features/functionality for customer business needs.
- Ultimately responsible for retention of a book of business; demonstrate product value via quarterly reviews to drive retention.
- 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.
Requirements
- Bachelor's degree required.
- 5+ years of experience in cloud security in a customer-facing role (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; 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 is a 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.
- Any offer of employment may be conditioned on your authorization to receive software or technology controlled under U.S. export laws without sponsorship for an export license.
Benefits
- Equity: This role is eligible to participate in Cloudflare’s equity plan.
- 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
- Cloudflare offers a complete package of benefits and programs to support you and your family
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
cloud securitycomputer networkingapplication securityserver securitynetwork securitydata analysisproject managementmultitaskingcustomer engagementbusiness reviews
Soft skills
relationship-buildinginterpersonal communicationpresentation skillsorganizational skillsempathycustomer-centric mindsetproblem-solvingcollaborationcommunicationprioritization