Senior Digital Customer Success Manager at Cloudflare

About UsAt Cloudflare we are on a mission to help build a better Internet. Today the company runs one of the worlds 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 Magazines Top Company Cultures list and ranked among the Worlds 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!Job Location: Austin TXAbout the DepartmentCustomer 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 youll do as a Senior Digital Customer Success ManagerYou 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 Cloudflares 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 customers 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 Cloudflares 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 Cloudflares 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 experienceExcellent interpersonal communication (both verbal and written) and presentation skills in EnglishBilingual in Spanish and Portuguese is a bonus3 years experience in related field preferably in cybersecurity or similar technical backgroundBachelors degree required - Marketing / Business / IT orientation preferredExperience 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 worksNatural curiosity to learn about the cloud security industryExperience with account portfolio planning and prioritization including CRMs upkeepAnalytical skills: there will be a lot of data that you will need to transform into information and actionsCompensationCompensation may be adjusted depending on work location.This role is eligible to earn incentive compensation under Cloudflares 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.EquityThis role is eligible to participate in Cloudflares equity plan.BenefitsCloudflare 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 InsuranceDental InsuranceVision InsuranceFlexible Spending AccountsCommuter Spending AccountsFertility & Family Forming BenefitsOn-demand mental health support and Employee Assistance ProgramGlobal Travel Medical InsuranceFinancial BenefitsShort and Long Term Disability InsuranceLife & Accident 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 SpecialWere not just a highly ambitious large-scale technology company. Were 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.Project Galileo: Since 2014 weve equipped more than 2400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work technology already used by Cloudflares enterprise customers--at no cost.Athenian Project: In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Heres the deal - we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.Sound like something youd like to be a part of Wed 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 persons 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. Examples of reasonable accommodations include but are not limited to changing the application process providing documents in an alternate format using a sign language interpreter or using specialized equipment. If you require a reasonable accommodation to apply for a job please contact us via e-mail at or via mail at 101 Townsend St. San Francisco CA 94107.Required Experience:Manager Key Skills User Interface,Competitive Analysis,New Technologies,Business developments,Communication,Content Management System,Market Research,Internet,Youtube,Digital Assets,Digital strategy,Social Channels,Digital Forensics,A/B Testing,Analytics Employment Type : Full Time Experience: years Vacancy: 1