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Customer Success Manager

Cloudflare, Austin, TX

Help us build a better Internet


About the Department

Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together help our customers adopt Cloudflare and create great Internet-enabled experiences.

The sales team at Cloudflare helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our community.

What you'll do

You will be responsible for ensuring the success of Cloudflare’s Enterprise customers and managing all of their post-sale experiences. You will bring strong relationship-building experience, product knowledge, 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.

Additional responsibilities will include:

  • Manage the customer life cycle including contract renewal
  • Facilitate discussion around new products to drive expansion opportunities
  • Develop and maintain long-term relationships with stakeholders in your account portfolio.
  • Work cross-functionally to resolve customer business issues and work towards their stated goals.
  • Manage customer feedback and product needs by providing feature requests to internal partner teams.
  • < 20% travel

Examples of desirable skills, knowledge and experience

  • Bachelor's degree required. Masters is a plus.
  • 5+ years of experience in a Customer Success/Account Management role [servicing enterprise accounts].
  • Understanding of computer networking and “how the internet works.”
  • Experience in cloud security and/or performance industries.
  • Experience with account portfolio planning and prioritization.
  • Ability to prioritize, multi-task, and perform effectively under pressure.
  • Strong phone and interpersonal communication skills (verbal and written) as well as organizational skills.
  • Understanding of application, server, and network security a plus.

 

About Cloudflare

About us

Cloudflare is the simplest way to make websites faster, safer and smarter. Millions of websites have signed up for our service, including large enterprises, major consumer destinations, and government agencies. With offices in San Francisco and London, Cloudflare operates a highly-available global network that has security measures built into every layer and regularly clocks in lightning-fast speeds.

We're on a mission to build a better web - and we need smart, talented people to join our team. Our team works on the forefront of leading technologies including nginx, Go and Lua programming languages. We're a strong supporter of the open source community and regularly share our technology learnings at https://blog.cloudflare.com.

Want to learn more about Cloudflare? Visit Cloudflare's website.