What are the responsibilities and job description for the Manager, Customer Success position at Cloudflare?
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 continue to build and lead a very capable team of experienced CSMs, and will report to the Head of Customer Success, Americas. You will recruit, hire, train, mentor and develop new team members in the Americas, West region. You will 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. 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 Product, Network Infrastructure, Customer Support and other teams to close the feedback loop on customer and market needs. Your past experience working with large enterprise customers will be critical to the role as we look to expand and mature our best practices across the organization.
Additional responsibilities will include:
- Improve and expand on best practices for managing our largest and most strategic customers
- Map hiring plan to sales team expansion and ongoing customer needs
- Develop and implement best practices for identifying and mitigating risk in customer accounts
- Work with the sales team to develop and run expansion campaigns for new services and solutions
- Participate in setting goals for the region as part of the global Success team’s and company’s goals and strategy
- Articulate, advocate for, and present on the team’s relative performance and needs to meet goals
Examples of desirable skills, knowledge and experience
- 7-10 years of customer success/account management experience
- Minimum 5-7 years of people management experience.
- Experience in the industry or prior roles in a highly technical company is highly desirable.
- Passion for people - history of developing, mentoring, training and upleveling skills.
- Proven track record of meeting and exceeding quota.
- Proven ability to manage large strategic customers.
- Excellent written and spoken communication.
- Bachelor’s degree, MBA or equivalent experience strongly preferred.
- Ability to develop working relationships at all levels of management, both inside and outside Cloudflare.
- Possess top-notch organizational and analytical skills, especially with Salesforce knowledge.
What Makes Cloudflare Special?
We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.
Project Galileo: We equip politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.
Athenian Project: We created Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.
Path Forward Partnership: Since 2016, we have partnered with Path Forward, a nonprofit organization, to create 16-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one.
1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy policy and ensure that no user data is sold to advertisers or used to target consumers.
Sound like something you’d like to be a part of? We’d love to hear from you!
Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.
Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.