Manager, Customer Success Manager

Locations: Atlanta, GA, Austin, TX, Denver, CO, New York, NY, San Francisco, CA, Washington, DC
*This is a hybrid role, but you should reside in one of the regions listed.
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 Account Executives, Solution Engineers, Product, Marketing, Support, Professional Services and Operations to help our customers adopt Cloudflare and create great Internet-enabled experiences.
What you'll do
As the leader of a Digital Customer Success team (comprising Customer Success Managers and Customer Success Engineers), you will be responsible for ensuring the success of our customers by investing in the development of our CSM/Es, and the programs the team uses to engage with customers via a 1:many strategy. You will bring strong relationship-building experience, deep technical and product knowledge, leadership and organizational skills, as well as a high degree of empathy to ensure the customer's satisfaction with Cloudflare's services. You will empower the team to deliver customer outcomes and grow adoption and utilization of Cloudflare solutions.
Additional responsibilities will include:

• Lead and mentor a team of CSMs and CSEs, providing guidance and support to ensure successful client engagements.
• Develop and execute 1:Many 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 experimentation within the customer success team.
• Stay informed about industry trends and best practices in customer success, and incorporate insights into team strategies.
• Be the voice of the customer and your team, leveraging your expertise to inform product development through strong partnerships with product and engineering teams.

Examples of desirable skills, knowledge and experience

• 5+ years of experience in customer success in a related industry
• 3+ years of experience in a leadership or management role, preferably collaborating with internal and external technical stakeholders
• Proven leader and motivator with experience building and leading growing customer success organizations, particularly in the growing Digital CS space
• Experience serving in a CSP (Cloud Service Platform), Security and Networking company will be a huge plus
• Experience supporting organizations with complex team structures and architectures
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders
• Proven track record of driving customer success and achieving business outcomes
• Experience with executing digital customer success strategies that drive adoption via 1:many
• Experience working with cross-functional teams to deliver solutions that meet customer needs
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities

Compensation
Compensation may be adjusted depending on work location.

• For Colorado, New York and Texas based: Estimated annual salary of $ $140,000.00 to $172,000.00
• For New York City, Washington, DC Metro and California based (excluding Bay Area): Estimated annual salary of $157,000.00 to $191,000.00
• For San Francisco Bay Area based hires: Estimated annual salary of $165,000.00 to $201,000.00

Commissions
This role is eligible to earn incentive compensation under Cloudflare's Sales Compensation Plan. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan.
Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave