Senior Customer Success Manager, Cloudflare
$143-195k
+ Equity + ESPP. Salary applicable to candidates based in New York, Texas and Washington, DC Metro and varies with location
Web performance and security platform
Open for applications
Web performance and security platform
1001+ employees
Open for applications
$143-195k
+ Equity + ESPP. Salary applicable to candidates based in New York, Texas and Washington, DC Metro and varies with location
1001+ employees
Company mission
Cloudflare's mission is to help build a better Internet that is bold and ambitious.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Cloudflare is a multi-service global network that provides web security and infrastructure, DDoS mitigation services, and a content delivery network. Founded in 2009, Cloudflare has risen to become an industry giant, with around 25 million global internet properties on its network.
Cloudflare has been responsible for a number of admirable initiatives, offering free web protection to human rights groups, journalists, artists, and US election websites. This goes some way to counteracting the flak Cloudflare has received in some circles for the controversial groups and users who use its services. This chequered history, however, has not affected its over 80% market share in the content delivery network field.
This is perhaps in part because it has proven sharp at staying abreast of the rapidly morphing tech and digital space and customer demands. For example, Cloudflare is shifting to 100% renewable energy usage to create a zero-emissions internet, and in 2020 released a feature that would help users navigate data privacy regulations by selecting where their data is stored.
The cloud infrastructure market reached $53 billion in 2022. While the Big 3 (Amazon, Microsoft, and Google) own 65% of the market, that still leaves billions of dollars left for companies such as Cloudflare. Its ambitious and successful work is likely to continue being a crucial feature of the web, but in 2023, placed it in the crosshairs of hackers looking to exploit its infrastructure. The beginning of 2024 saw Cloudflare vow to bolster its security and patch vulnerabilities.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company benefits
- Minimum 8 weeks of paid parental leave
- Equal opportunity employer
- Unlimited paid time off policy
- Work from home opportunities
- Medical, Dental & Vision Insurance
- Life Insurance, Disability Insurance
- 401(k) plans
- Family planning and fertility program
- Gym discounts
- Commuter Benefits Program
Company HQ
China Basin, San Francisco, CA
Leadership
Lee Holloway
(Lead Engineer)Lee started their career as an Engineer at Homewarehouse for a year before working at Unspam Technologies for 4 years. They co-created Project Honey Pot in 2004 and Cloudflare in March 2009, serving as Lead Engineer of both to present.
Michelle Zatlyn
(President & COO)Having worked for Investor Economics and I Love Rewards for a combined 4 years, Michelle worked at Toshiba for 3 years as a Product Manager. She then co-founded Cloudflare in 2009 as COO, and has served as President since 2020. She is also a Board Member at Atlassian.
Matthew Prince
(CEO)Matthew studied for an MBA at Harvard Business School before co-founding Unspam Technologies in December 2001, and Cloudflare as CEO in March 2009.
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