Senior Digital Customer Success Manager

Job Location: Austin, TX About the Department
Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together to help our customers solve their business challenges by adopting Cloudflare while creating the revenue streams that help the company provide free service to millions in our community.
What you'll do as a Senior Digital Customer Success Manager

• 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.

Additional responsibilities will include:

• 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.

Examples of desirable skills, knowledge and experience

• Excellent interpersonal communication (both verbal and written) and presentation skills in English
• Bilingual in Spanish and Portuguese is a bonus
• 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

Compensation
Compensation may be adjusted depending on work location.
This role is eligible to earn incentive compensation under Cloudflare's Sales Compensation Plan. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan.
Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare 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

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave