CloudFlare
Senior Customer Success Manager
CloudFlare, Washington, District of Columbia, us, 20022
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.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!About the Department
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.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.Location: Remote, US
What you'll do
You will be responsible for ensuring the success of Cloudflare’s largest Named 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 renewalWork with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansionDevelop 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.Examples of desirable skills, knowledge and experienceBachelor's degree required. Masters is a plus.8+ years of experience in a Customer Success/Account Management role [servicing named 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.CompensationCompensation may be adjusted depending on work location.For Colorado-based hires: Estimated annual On Target Earnings of $143,000 - $175,000For New York City, Washington, and California (excluding Bay Area) based hires: Estimated annual On Target Earnings of $159,000 - $195,000For Bay Area-based hires: Estimated annual On Target Earnings of $167,000 - $205,000EquityThis role is eligible to participate in Cloudflare’s equity plan.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 BenefitsMedical/Rx InsuranceVision InsuranceFlexible Spending AccountsCommuter Spending AccountsFertility & Family Forming BenefitsOn-demand mental health support and Employee Assistance ProgramGlobal Travel Medical InsuranceShort and Long Term Disability Insurance401(k) Retirement Savings PlanEmployee Stock Participation PlanTime OffFlexible paid time off covering vacation and sick leaveLeave programs, including parental, pregnancy health, medical, and bereavement leaveWhat Makes Cloudflare Special?We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.Sound like something you’d like to be a part of? We’d love to hear from you!This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
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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.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.Location: Remote, US
What you'll do
You will be responsible for ensuring the success of Cloudflare’s largest Named 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 renewalWork with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansionDevelop 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.Examples of desirable skills, knowledge and experienceBachelor's degree required. Masters is a plus.8+ years of experience in a Customer Success/Account Management role [servicing named 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.CompensationCompensation may be adjusted depending on work location.For Colorado-based hires: Estimated annual On Target Earnings of $143,000 - $175,000For New York City, Washington, and California (excluding Bay Area) based hires: Estimated annual On Target Earnings of $159,000 - $195,000For Bay Area-based hires: Estimated annual On Target Earnings of $167,000 - $205,000EquityThis role is eligible to participate in Cloudflare’s equity plan.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 BenefitsMedical/Rx InsuranceVision InsuranceFlexible Spending AccountsCommuter Spending AccountsFertility & Family Forming BenefitsOn-demand mental health support and Employee Assistance ProgramGlobal Travel Medical InsuranceShort and Long Term Disability Insurance401(k) Retirement Savings PlanEmployee Stock Participation PlanTime OffFlexible paid time off covering vacation and sick leaveLeave programs, including parental, pregnancy health, medical, and bereavement leaveWhat Makes Cloudflare Special?We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.Sound like something you’d like to be a part of? We’d love to hear from you!This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
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