Customer Success Manager

$113,000 - $139,000/Yr

Cloudflare - New York, NY

Full-time - Mid Level

New York, NY

Professional, Scientific, and Technical Services

About the position

As a Customer Success Manager on the Digital+ team at Cloudflare, you will play a vital role in ensuring the successful adoption and satisfaction of Enterprise customers with Cloudflare's solutions. Your focus will be on addressing customer requests, driving engagement, and demonstrating the value of our products and services 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 customer success software and tools.
• Familiarity with Cloudflare's products and services.
• Ability to work in a fast-paced environment and adapt to changing priorities.

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