Description
About Us
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.
Our network 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.
The Customer Success Team works closely across all of the Cloudflare Team particularly with Account Executives, Business Development Representatives, Solution Engineers, Product and Sales Operations to help our customers adopt Cloudflare and create great Internet-enabled experiences.
Responsibilities
This is a critical role where you will be responsible for ensuring the success of Cloudflare’s 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.
Our mission is to deliver great customer outcomes and also growth of adoption and utilization of Cloudflare solutions. 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 your book of business; this is driven through demonstrating the value the products and services provide to the customer’s business via quarterly reviews and understanding what next and at what time based upon your customers needs and goals.
Additional responsibilities will include:
- Be a Trusted Advisor to your customers,
- Work with your account teams to plan and execute long term Success Plans with our largest customers 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, Systems Reliability Engineering, 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,
- Able to demonstrate how your customer engagement directly impacts their growth and adoption of Cloudflare Solutions and Services,
- Expected up to 50% travel for customer visits.
Requirements
- Bachelor's degree and / or other professional qualification,
- 3+ years of experience in a Customer Success/Account Management role,
- Understanding of SAAS / SASE / Cloud Applications landscape,
- Strong understanding of or willing to learn about computer networking and “how the internet works” with network security a plus,
- Experience in cloud security and/or performance industries preferred,
- Experience with project management, account portfolio planning, Cloud implementation and prioritization,
- Ability to prioritize, multi-task, and perform effectively under pressure,
- Strong interpersonal communication skills (verbal, written and video call) as well as organizational skills,
- Track record of successful planning and execution of Executive Business Reviews,
- Commercial acumen and awareness to drive successful outcomes.
Compensation
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.
For New York City based hires: Estimated annual salary of $111,000.00 to $153,000.00