Senior Digital Customer Success Manager

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. 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! 

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 Englis