Senior Manager of Customer Success & Services, Cloudflare
More information about location
Web performance and security platform
Open for applications
Web performance and security platform
1001+ employees
Open for applications
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
- Our Customer Success Managers and Customer Solutions Engineers come from a wide range of backgrounds: financial consulting, engineering, software development, product management, customer support & project delivery
- We're serious about building a diverse team
- When hiring we look for diversity of experience combined with genuine curiosity for our technology and how this applies to solving our Customers largest business issues
- Ultimately, you are passionate about technology, have the ability to explain complex technical concepts in easy-to-understand terms and you like coaching, empowering and helping others to develop their careers
- You are naturally curious and an avid builder who is not afraid to get your hands dirty
- On the CS team, you will find a collaborative environment where everyone brings different strengths and jumps in to help each other
- You will be an integral part of driving that culture
- Minimum 3 years of experience working as a CSM or Consultant, leading a customer success team with proven performance and specific revenue goal achievement. 5+ years’ experience leading Consulting Services, Business Transformation or Technical teams, with proven coaching and leadership skills
- Demonstrable experience in understanding and solving escalations, team issues or other management related scenarios
- Experience in developing team or company wide improvement programs relative to People (eNPS), Process and Technology or Tooling
- Deep understanding of software businesses, with knowledge of both the subscription and renewal models
- Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward
- Business development knowledge and, ideally, experience growing a business
- Strong analytical and goal-oriented mindset backed by expert-level project management knowledge and skillset
- Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports
What the job involves
- You will lead a team of Customer Success Managers and Customer Solutions Engineers (CSEs), who are tasked with driving transformational change helping our largest enterprise customers realise and accelerate Business Value
- They are our customers’ advocates and product experts, leveraging their knowledge to ensure our enterprise customers understand and utilize the Cloudflare platform to its fullest extent according to Best Practices
- Their goal is to help customers adopt our platform and derive the most value possible from their Cloudflare investment
- You are responsible for empowering and enabling the team to be successful in line with our strategic imperatives and Cloudflare capabilities, setting clear goals and measuring performance along the way
- You will work closely with our Enterprise customers by observing and coaching on opportunities for development
- You will onboard new team members helping them establish a 30/60/90 day plan and you will ensure workloads are appropriately distributed within the team
- You are approachable and provide constructive developmental feedback to help us build a high performance culture
- You will help escalate and identify issues quickly and efficiently and you will work with your peers and leadership to ensure proper regional & cross-regional coordination
- To aid your team, you will work closely with every team at Cloudflare, from Sales, Sales Engineering, Product, Engineering and Customer Support
- Your goal of customer success should drive you through the entire organization as you seek out and advise your team on how to create scalable solutions for your customers needs
- Cultivate cross team/office/region coordination, keep us all connected as one team
- Facilitate knowledge transfer between teams. Ensure the team learns from the great ideas of single team members. Ensure mistakes are not repeated within the team
- 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
- Keep the pulse of the team: who is happy, productive, performing and where challenges lie developing plans to address
- Know each member’s strengths and how they would each like to develop
- Exemplify and cultivate positive Cloudflare culture traits
- Provide support and confidence to team members
- Cultivate a very open communication environment. Feedback is welcome and appreciated
- Maintain a culture of independence amongst team members whilst offering advice when appropriate
- Maintain trust and respect from the team
- Ability to handle any call from any customer
- Leading the customer success team, from building the department to developing it for scalability and sustained growth, with all the people, processes, and strategies optimized in a customer-first manner
- Adding value to customer relationships and driving the desired customer goals by either actively participating in client discussions or by testing and implementing a proven approach within the team
- Aligning with global leaders to develop and optimize a data-led model of the customer journey, then make sure all internal stakeholders are aligned on it. Also works with their CS Ops specialists to ensure customer data is correct and that everyone uses the same data sets (data hygiene)
- Ensuring that the team is following proven playbooks and using our systems, such as Gainsight, to the best of our advantage
- Driving Customer Value Lifecycle Management on a repeated iterative basis
- Increasing product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics
- Collaborating with sales and marketing to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI
- Drafting, approving, and implementing compensation plans for the entire CS team with the goal of encouraging productivity and performance and rewarding customer-goal and business-goal achievement
- Relationship management across the entire CS team, helping others on the team maintain and improve customer relationships
Salary benchmarks
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.
Share this job
View 117 more jobs at Cloudflare