Hybrid Senior Digital Customer Success Manager

at Cloudflare

• Job title: Senior Digital Customer Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: Cloud, Cyber Security
• Location requirements: Hybrid, Austin, United States

About the role

• Senior Digital Customer Success Manager at Cloudflare managing adoption for Enterprise customers. Engaging customers to demonstrate product value through various interactions and ensuring satisfaction and retention.

Responsibilities

• You will be working in a team of fellow Customer Success professionals that look after a pool of thousands of Enterprise customers, and you will play a critical role to ensure their success by managing their adoption during their post-sale experiences.
• Your responsibilities will center on addressing inbound customer requests, driving customer engagements proactively, and facilitating the effective use of our products and services to deliver measurable business value.
• You will bring strong relationship-building experience, product knowledge, project management, process improvements and organizational skills, as well as a high degree of empathy to ensure the customers’ satisfaction with Cloudflare’s services.
• You will be highly organized, data driven, and able to manage a large portfolio of customers.
• 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 and growth 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) and bespoke 1:1 engagements.
• 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 both 1:many engagements (e.g., office hours, webinars, workshops) and tailored 1:1 interactions.
• Create, design, improve and deploy processes for our pooled team.
• Ability to prioritize your workload, and escalate appropriately and efficiently through the appropriate channels to ensure timely resolution.
• Communicate customer feedback and product needs to appropriate internal teams.
• Continuous learning on Cloudflare’s products and services, as well as soft skills.
• Co-building collateral material for customers.
• Coordinate and execute business reviews, delivering insights and recommendations to ensure customer alignment with business objectives.
• Leverage customer data to proactively uncover potential risks and expansion opportunities, supporting growth and long-term retention.
• Work collaboratively with Sales, Product, Engineering, Marketing, and other internal teams to resolve customer business issues to drive customer business outcomes.
• Triage and manage inbound inquiries, gathering necessary detail for internal follow-up.
• Assist with the development of customer-facing materials for scalable 1:many engagements.

Requirements

• 3+ years experience in related field, preferably in cybersecurity or similar technical background
• Bachelor's degree required - Marketing / Business / IT orientation preferred
• Experience working directly with customers in a B2B environment. It would be more preferable to have experience in Digital/Scale Customer Success efforts.
• Strong understanding of computer networking and “how the Internet works”
• Natural curiosity to learn about the cloud security industry
• Experience with account portfolio planning and prioritization, including CRMs upkeep
• Analytical skills: there will be a lot of data, that you will need to transform into information and actions
• Excellent interpersonal communication (both verbal and written) and presentation skills in English
• Bilingual in Spanish and Portuguese is a bonus

Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance
• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan
• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave