Director, Customer Success

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers approximately 25 million 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 Us

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today the company runs one of the world’s largest networks that powers trillions of requests per month. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare have all 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 recognized by the World Economic Forum as a Technology Pioneer and named to Entrepreneur Magazine’s Top Company Cultures list.

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 to 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.

What you'll do

You will be a manager of managers, leading a team of highly capable Customer Success Managers and Customer Success Engineers in our Scaled/Digital segment. You will set the strategy in recruiting, hiring, training, mentoring and developing new team members in the Americas. You will drive customer value realization, carry the retention goal for the entire team, and play a major part in the expansion goal for customers as well. We believe that putting our people first, and fostering a creative, exciting, and stimulating environment is prerequisite to achieving and surpassing our commercial goals.

You'll be expected to meet and exceed the team quota for renewals and expansion and deliver on quarterly MBOs. You'll do this while tracking, analyzing and communicating key metrics and business trends as they relate to the global Customer Success strategy. This is a cross functional role, working closely with Sales, Product, Network Infrastructure, Customer Support and other teams to close the feedback loop on customer and and the scaled team needs. Your past experience working with scaled CS teams will be critical to the role as we look to expand and mature our best practices across the organization.

Additional responsibilities will include:

• Help evolve our scaled/digital customer success strategy, bringing in industry best practices and aligning with our global strategy
• Continue to refine and implement scalable processes leveraging Gainsight
• Develop and measure KPIs specific to the scaled segment, with an emphasis on CSAT and team efficiency
• Regularly report on progress to CS leadership and across the broader sales organization
• Work closely with sales leadership to educate on what we’re doing and collaborate on shared customer challenges
• Map hiring plan to sales team expansion and ongoing customer needs.  
• Develop and implement best practices for identifying and mit