Customer Success Manager

<div class="content-intro"><div><strong>About Us</strong></div> <div> <p>At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company. </p> <p><span style="font-weight: 400;">We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare. Come join us! </span></p> </div></div><h3><strong>Location: Austin, TX</strong></h3> <p><strong>About the Department</strong></p> <p>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.</p> <p>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.</p> <p><strong>What you'll do</strong></p> <p>You will be responsible for ensuring the success of Cloudflare’s largest Territory Mid-Market customers and managing all of their post-sale experiences. You will bring strong relationship-building experience, product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure the customer’s satisfaction with Cloudflare’s services.</p> <p>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.</p> <p><strong>Additional responsibilities will include</strong></p> <ul> <li>Manage the customer lifecycle post-contract, identifying and communicating relevant features and functionality to support specific business needs.</li> <li>Foster strong relationships with customers and internal teams to find solutions to problems and ensure customer satisfaction.</li> <li>Lead retention efforts by demonstrating the value Cloudflare’s products and services provide, through all suitable interactions.</li> <li>Coordinate and execute business reviews, delivering insights and recommendations to ensure customer alignment with business objectives.</li> <li>Leverage customer data to uncover potential risks and expansion opportunities, supporting growth and long-term retention.</li> <li>Work collaboratively with Product, Engineering, Marketing, and other internal teams to resolve customer business issues to drive customer business outcomes.</li> <li>Communicate and escalate potential customer issues through the appropriate channels to ensure timely resolution.</li> <li>Triage and manage inbound inquiries, gathering necessary detail for internal follow-up.</li> <li>Identify areas for improvement with internal processes.</li> </ul> <p><strong>Examples of desirable skills, knowledge and experience</strong></p> <ul> ... (truncated, view full listing at source)