Customer Success Manager, Cloudflare

$113-139k

OTE

This role is eligible to earn variable incentive compensation under Cloudflare’s Sales Compensation Plan. The annual compensation range provided covers both base salary and potential on-target earnings (OTE) from commissions, contingent on meeting performance goals. This role is eligible to participate in Cloudflare’s equity plan

Gainsight

Mid and Senior level

Austin

More information about location

Web performance and security platform

Open for applications

Web performance and security platform

1001+ employees

B2BEnterpriseAnalyticsSaaSCyber Security

Open for applications

$113-139k

OTE

Gainsight

Mid and Senior level

Austin

More information about location

1001+ employees

B2BEnterpriseAnalyticsSaaSCyber Security

Company mission

Cloudflare's mission is to help build a better Internet that is bold and ambitious.

Job

Company

Role

Who you are

Bachelor's degree required
3+ 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 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

What the job involves

You will be responsible for ensuring the success of Cloudflare’s largest Territory Mid-Market 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

Led by a woman

16% employee growth in 12 months

Glassdoor (3.5)

Trustpilot (1.7)

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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