Cloudflare · 4 days ago
Senior Digital Customer Success Manager
Austin, TX
Full-time
Onsite
Mid, Senior Level
3+ years expCloudflare is on a mission to help build a better Internet and is seeking a Senior Digital Customer Success Manager. This role involves managing the post-sale experiences of a large portfolio of Enterprise customers, ensuring their satisfaction and driving customer engagement through effective use of Cloudflare's products and services.
AnalyticsEnterprise SoftwareSecurityWeb Hosting
Responsibilities
You will be working in a team of fellow Customer Success professionals that look after a pool of thousands of Enterprise customers, and you will play a critical role to ensure their success by managing their adoption during their post-sale experiences
Your responsibilities will center on addressing inbound customer requests, driving customer engagements proactively, and facilitating the effective use of our products and services to deliver measurable business value
You will bring strong relationship-building experience, product knowledge, project management, process improvements and organizational skills, as well as a high degree of empathy to ensure the customers’ satisfaction with Cloudflare’s services
You will be highly organized, data driven, and able to manage a large portfolio of customers
You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for the retention and growth of the pool of customers. This is driven through demonstrating the value the products and services provide to the customer’s business mostly via 1:many engagements (office hours, workshops and webinars) and bespoke 1:1 engagements
Manage the customer lifecycle post-contract, identifying and communicating relevant features and functionality to support specific business needs
Foster strong relationships with customers and internal teams to find solutions to problems and ensure customer satisfaction
Lead retention efforts by demonstrating the value Cloudflare’s products and services provide, through both 1:many engagements (e.g., office hours, webinars, workshops) and tailored 1:1 interactions
Create, design, improve and deploy processes for our pooled team
Ability to prioritize your workload, and escalate appropriately and efficiently through the appropriate channels to ensure timely resolution
Communicate customer feedback and product needs to appropriate internal teams
Continuous learning on Cloudflare’s products and services, as well as soft skills
Co-building collateral material for customers
Coordinate and execute business reviews, delivering insights and recommendations to ensure customer alignment with business objectives
Leverage customer data to proactively uncover potential risks and expansion opportunities, supporting growth and long-term retention
Work collaboratively with Sales, Product, Engineering, Marketing, and other internal teams to resolve customer business issues to drive customer business outcomes
Triage and manage inbound inquiries, gathering necessary detail for internal follow-up
Assist with the development of customer-facing materials for scalable 1:many engagements
Qualification
Required
Excellent interpersonal communication (both verbal and written) and presentation skills in English
3+ years experience in related field, preferably in cybersecurity or similar technical background
Bachelor's degree required - Marketing / Business / IT orientation preferred
Strong understanding of computer networking and 'how the Internet works'
Natural curiosity to learn about the cloud security industry
Experience with account portfolio planning and prioritization, including CRMs upkeep
Analytical skills: there will be a lot of data, that you will need to transform into information and actions
Preferred
Bilingual in Spanish and Portuguese is a bonus
Experience working directly with customers in a B2B environment. It would be more preferable to have experience in Digital/Scale Customer Success efforts
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
Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan
Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave
Company
Cloudflare
Cloudflare is a web performance and security company that provides online services to protect and accelerate websites online.
1001-5000 employees
H1B Sponsorship
Cloudflare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (117)
2024 (115)
2023 (66)
2022 (98)
2021 (83)
2020 (37)
Funding
Current Stage
Public CompanyTotal Funding
$2.08BKey Investors
Franklin TempletonFidelityUnion Square Ventures
2025-06-13Post Ipo Debt· $1.75B
2019-09-12IPO
2019-03-12Series E· $150M
Leadership Team
Matthew Prince
CEO & Co-Founder
Lee Holloway
Co-Founder & Lead Engineer
Recent News
2026-01-11
2026-01-11
2026-01-11
Company data provided by crunchbase