Manager of Customer Success, Cloudflare
$140-201k
OTE
Salary varies by location; Eligible to participate in Cloudflare’s equity plan
Web performance and security platform
Be an early applicant
Web performance and security platform
1001+ employees
Be an early applicant
$140-201k
OTE
Salary varies by location; Eligible to participate in Cloudflare’s equity plan
1001+ employees
Company mission
Cloudflare's mission is to help build a better Internet that is bold and ambitious.
Role
Who you are
- 5+ years of experience in customer success in a related industry
- 3+ years of experience in a leadership or management role, preferably collaborating with internal and external technical stakeholders
- Proven leader and motivator with experience building and leading growing customer success organizations, particularly in the growing Digital CS space
- Experience serving in a CSP (Cloud Service Platform), Security and Networking company will be a huge plus
- Experience supporting organizations with complex team structures and architectures
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
- Proven track record of driving customer success and achieving business outcomes
- Experience with executing digital customer success strategies that drive adoption via 1:many
- Experience working with cross-functional teams to deliver solutions that meet customer needs
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
What the job involves
- Customer Success at Cloudflare is focused on customer adoption and value realization of Cloudflare solutions
- We work closely with our customers in the closing stages of the sales cycle being ready to partner with them as they implement, adopt and optimize our cloud solutions around their business goals and objectives
- We are proactively driven to fully understand their “why” so that we can articulate what we can do to help to ensure full value and outcomes from Cloudflare Solutions and Products
- The Customer Success Teams consist of Customer Success Managers and Customer Solutions Engineers to proactively engage with customer needs to help accelerate the outcomes that our customers are looking to achieve
- The Customer Success Team works closely across all of the Cloudflare Team particularly with Account Executives, Solution Engineers, Product, Marketing, Support, Professional Services and Operations to help our customers adopt Cloudflare and create great Internet-enabled experiences
- As the leader of a Digital Customer Success team (comprising Customer Success Managers and Customer Success Engineers), you will be responsible for ensuring the success of our customers by investing in the development of our CSM/Es, and the programs the team uses to engage with customers via a 1:many strategy
- You will bring strong relationship-building experience, deep technical and product knowledge, leadership and organizational skills, as well as a high degree of empathy to ensure the customer’s satisfaction with Cloudflare’s services
- You will empower the team to deliver customer outcomes and grow adoption and utilization of Cloudflare solutions
- Lead and mentor a team of CSMs and CSEs, providing guidance and support to ensure successful client engagements
- Develop and execute 1:Many strategies to drive customer adoption, retention, and satisfaction across all solution areas
- Collaborate with Sales, Product Management, and Engineering teams to align customer success initiatives with business objectives
- Establish and track key performance metrics to evaluate team performance and identify areas for improvement
- Act as a point of escalation for complex customer issues, working closely with internal teams to ensure timely resolution
- Foster a culture of continuous learning and experimentation within the customer success team
- Stay informed about industry trends and best practices in customer success, and incorporate insights into team strategies
- Be the voice of the customer and your team, leveraging your expertise to inform product development through strong partnerships with product and engineering teams
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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 129 more jobs at Cloudflare