Senior Customer Success Manager

May 24

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Cloudflare

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At Cloudflare, we have our eyes set on an ambitious goal — to help build a better Internet.

nginx • lua • go • web performance • web security

1001 - 5000

💰 $150M Series E on 2019-03

Description

• You will be responsible for ensuring the success of Cloudflare’s largest Enterprise 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 • 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 - Work with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion - Develop and maintain long-term relationships with stakeholders in your account portfolio - Work cross-functionally with Product, Engineering, SRE, Marketing and other teams 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 - < 25% travel

Requirements

• Bachelor's degree required. Masters is a plus • 8+ years of experience in a Customer Success/Account Management role [servicing enterprise accounts] • Strong understanding of computer networking and 'how the internet works' • Experience in cloud security and/or performance industries • Experience with project management, 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 • Track record of successful planning and execution of Executive Business Reviews • Understanding of application, server, and network security a plus

Benefits

• 11 paid Holidays • Generous Accrued Time Off • Generous paid sick time • Annual day of service