Senior Manager, Customer Success Engineering

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! 

 About the Department

Customer Success at Cloudflare is focused on customer adoption and value realization of Cloudflare Solutions. We work closely with our customers in the closing stages of the sales cycle being ready to partner with them as they implement, adopt and optimize our cloud solutions around their business goals and objectives. We are proactively driven to fully understand their WHY so that we can articulate WHAT we can do to help to ensure full value and outcomes from Cloudflare Solutions and Products. 

The Customer Success Teams consist of Customer Success Managers and Customer Solutions Engineers to proactively engage with customer needs to help accelerate the outcomes that our customers are looking to achieve.

The Customer Success Team works closely across all of the Cloudflare Team particularly with Strategic Account Executives, Business Development Representatives, Solution Engineers, Product and Sales Operations to help our customers adopt Cloudflare and create great Internet-enabled experiences. 

What you'll do

As a leader of our North American Customer Success Engineering team, you will be responsible for ensuring the success of our customers by investing in the development of Customer Success Engineering specialists. You will bring strong relationship-building experience, deep technical and 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 help Customer Success Engineers deliver deep technical expertise to our customers in both scaled (one-to-many) engagements as well as personalized workshops and one-on-one sessions. 

Additional responsibilities will include:

• Lead and mentor a team of Customer Success Engineers and Customer Success Engineering Managers, providing guidance and support to ensure successful client engagements.
• Develop and execute strategies to drive customer adoption, retention, and satisfaction across all solution areas.
• Collaborate with Sales, Product Management, and Engineering teams to align customer success initiatives with business objectives.
• Establish and track key performance metrics to evaluate team performance and identify areas for improvement.
• Act as a point of escalation for complex customer issues, working closely with internal teams to ensure timely resolution.
• Foster a culture of continuous learning and development within the customer success engineering team.
• Stay informed about industry trends and best practices in customer success, and incorporate insights into team strategies.
• Build strong technical champions across the team, leveraging that expertise to inform product development through strong partnerships with produce and engineering teams.

Examples of desirable skills, knowledge and experience:

• Bachelor's degree in Computer Science, Engineering, Business, or a related field
• 8+ years of experience in customer success engineering, technical account management, or related roles in the technology industry.
• 5+ years of experience in a leadership or management role, preferably overseeing technical teams.
• Experience working in a Technical capacity with CTOs and CIOs at large multinational companies getting them comfortable with the technical products from Cloudflare and as anticipated in head-to-head competition with l