Customer Journey Optimization Specialist

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! 

Location: Austin, TX

About the department

We are looking for a data-driven and strategic Customer Journey Optimization Specialist to focus on the optimization and automation of our Customer Success strategy with an experimental mindset. In this role, you will collaborate with the CS organization to design and  implement digital engagement programs that drive customer retention, adoption, and satisfaction.

You’ll collaborate closely with cross-functional teams including Customer Success, Sales, Product, and Marketing to ensure our customer experience is proactive, data-informed, and scalable. If you are passionate about digital customer journeys, intelligent automation, and operational excellence, this role is for you.

What you'll do:

• Design and Optimize the Digital Customer Journey: Map out the customer lifecycle and identify key touchpoints where digital interventions can enhance the customer experience.
• Develop and Implement Tech-Touch Strategies: Create and manage automated communication campaigns (email, in-app messaging, etc.) to onboard, educate, and engage customers at scale.
• Analyze and Interpret Data: Use customer data, product usage metrics, and feedback to understand customer behavior and identify segments for targeted digital outreach.
• Drive Product Adoption: Work closely with product and marketing teams to promote new features and best practices through digital channels, ensuring customers are getting the most out of our platform.
• Identify at-Risk Customers: Utilize data to proactively identify customers who may be struggling and initiate timely digital interventions to mitigate churn risk.
• Collaborate Cross-Functionally: Partner with marketing, product, and sales teams to ensure a seamless and integrated customer experience across all channels.
• Report on Performance: Track and report on key digital success metrics, such as product adoption rates, customer health scores, and digital engagement, to measure the effectiveness of your initiatives.

Requirements:

• Experience: 4+ years of experience in Customer Success, Customer Experience, or a similar role, with a strong focus on digital or tech-touch models.
• Technical Proficiency: Hands-on experience with a Customer Success Platform (e.g., Gainsight, ChurnZero, Catalyst) and/or marketing automation platforms (e.g., HubSpot, Marketo, Intercom).
• Analytical Skills: Ability to analyze data and draw actionable insights to inform strategy and decision-making. Experience with data visualization tools is a plus.
• Content Creation: Excellent written and verbal communication skills with a proven ability to create compelling and educational content.
• Proactive and Self-Starting: A self-motivated individual who can work independently and take ownership of projects from conception to completion.
• Customer-Centric Mindset: A genuine passion for helping customers succeed and a deep understanding of the customer journey.
• Collaboration: Strong interpersonal skills with the ability to work effectively with cross-functional teams.
• Adaptability: Comfortable working in a fast-paced, dynamic environment where priorities can shift.

Compensation