Customer Success Manager - SLED

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 Locations: Austin, TX OR Washington, DC

We are seeking a dynamic and experienced Customer Success Manager to join our growing US Public Sector team. The Customer Success Manager will be responsible for developing and nurturing relationships with customers in our US Public Sector team’s State, Local, and Education (SLED) segment to drive mutual growth and success. This role is critical in ensuring our customers are empowered to succeed with Cloudflare's solutions and maximizing the value we deliver to them.

About the Department

Account Executives, Business Development Representatives, Solution Engineers, Customer Success Managers, Channel Account Managers, and Sales Operations Strategists all work 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 work alongside our Sales team and Customer Solutions Engineers to ensure the success of Cloudflare’s SLED customers. You will bring strong relationship-building experience, product knowledge, project management, organizational and problem-solving skills, as well as a high degree of empathy to maintain a best-in-class customer experience. 

You will maintain a deep understanding of our customers’ goals and be an internal champion of the features/functionality most critical to their specific organizational needs. You are ultimately responsible for the retention and expansion of your book of business; which is driven through consistent communication and collaboration with our customers’ teams and demonstrating the value the products and services provide to their organization via quarterly reviews. 

The role will sit on the Customer Success Team in order to maintain familiarity with best practices and processes to ensure the success of our Enterprise customers.

Additional responsibilities will include:

• Manage the customer life cycle, which includes initial launch and technical integrations or enablement, maintaining a healthy steady state, quarterly goals assessment, product roadmaps and executive alignment, and renewal of the partnership.  
• Enable customers on processes, engagement models and share all relevant resources. Work continuously to manage expectations with key stakeholders.
• Work with your customer account teams to plan and execute long-term account plans to facilitate retention and expansion via product and consumption growth. 
• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work cross-functionally with Sales, Product, Engineering, Support, Marketing, and other teams to resolve customer challenges and work towards their stated goals.
• Manage customer feedback and product needs by providing feature requests to internal teams and advocating for prioritization within the product roadmap. 
• < 25% travel

Desirable skills, knowledge and experience

• Bachelor's degree required. Masters is a plus
• 5+ years of experience in a Customer Success/Account Management role servicing enterprise accounts
• Experience working in the US Public Sector space, preferably SLED
• A good understanding of the layers of a multi-cloud environment
• Experience with project management and account portfolio planning and prioritization
• Ability to prioritize