Customer Success Manager, Cloudflare
France
More information about location
Web performance and security platform
Job no longer available
Web performance and security platform
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
Cloudflare's mission is to help build a better Internet that is bold and ambitious.
Role
Who you are
- Fluent in French is a must, Dutch would be a plus
- Strong communication skills in English (verbal and written)
- 3-5 years experience in related field, preferably in cybersecurity
- Bachelor's degree required - Marketing / Business / IT orientation preferred
- Demonstrable organisational skills
- Experience working directly with customers in a B2B environment
- Basic understanding of computer networking and “how the internet works.”
- Natural curiousity to learn about the cloud security industry
- Experience with account portfolio planning and prioritisation, including Salesforce upkeep
- Ability to prioritise, multi-task, and perform effectively under pressure
- Analytical skills: there will be a lot of data, that you will need to transform into information and actions
What the job involves
- Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together to help our customers solve their business challenges by adopting Cloudflare while creating the revenue streams that help the company provide free service to millions in our community
- You will be working in a team of fellow Customer Success Managers that look after a pool of thousands of Enterprise customers, and are responsible for ensuring their success by managing their adoption during the post-sale experiences
- You will bring strong relationship-building experience, product knowledge, project management, process improvements and organisational skills, as well as a high degree of empathy to ensure the customers’ 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 the pool of customers; this is driven through demonstrating the value the products and services provide to the customer’s business mostly via 1:many engagements: office hours, workshops and webinars
- You will be responsible for ensuring the success of a portfolio of Cloudflare’s contracted customers and managing all of their post-sale experiences
- This includes being an escalation point for support issues and directing customer questions
- It is imperative that you manage your time effectively to ensure that you are working on high priority items
- From a commercial perspective, you will be responsible for the success of your customers in your book of business. You will be highly organised, data driven, and able to manage a large portfolio of customers
- Build relationships with customers and internal stakeholders
- Manage the customer life cycle after contract signature
- Create, design, improve and deploy processes for our pooled team
- Demonstrate a high degree of empathy for customer requests
- Utilise data to uncover potential risks as well as expansion opportunities for customers
- Work cross-functionally with multiple departments to resolve customer business challenges and work towards their stated goals
- Ability to escalate appropriately and efficiently
- Communicate customer feedback and product needs to appropriate internal teams
- Continuous learning on Cloudflare’s offering as well as soft skills
- Co-building collateral material for customers
- Being strategic: leverage 1:many and 1:1 engagements depending on the context
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
Few candidates hear
back within 2 weeks
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 values
- Principled - We create our products and features with a global mindset and democratize important and innovative technologies that drive adoption of the latest standards
- Curious - Our team is made up of pioneering innovators that approach new challenges with interest and a desire to learn
- Transparent - We hold ourselves accountable when we make mistakes—and we do everything we can to learn from them
Company HQ
China Basin, San Francisco, CA
Articles
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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