Customer Success Manager

$113,000 - $146,000/Yr

Cloudflare - Austin, TX

Full-time - Mid Level

Austin, TX

Professional, Scientific, and Technical Services

About the position

As a Customer Success Manager at Cloudflare, you will play a vital role in ensuring the successful adoption and satisfaction of our Enterprise customers with our cloud security solutions. This position focuses on managing customer relationships post-sale, addressing inquiries, driving engagement, and demonstrating the value of our products to enhance customer retention and satisfaction.

Responsibilities

• 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.
• 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.
• Assist with the development of customer-facing materials for scalable 1:many engagements.

Requirements

• 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 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.
• 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.

Nice-to-haves

• Experience with project management tools and methodologies.
• Familiarity with customer relationship management (CRM) software.

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• Flexible spending account
• Paid time off
• Employee assistance program
• Vision insurance
• Bereavement leave