Senior Manager, Customer Success Engineering

2 months ago

San Francisco, United States Cloudflare Inc Full time

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 Strategic Account Executives, Business Development Representatives, Solution Engineers, Product and Sales Operations to help our customers adopt Cloudflare and create great Internet-enabled experiences.

What you'll do

As a leader of our North American Customer Success Engineering team, you will be responsible for ensuring the success of our customers by investing in the development of Customer Success Engineering specialists. You will bring strong relationship-building experience, deep technical and product knowledge, project management and organizational skills, as well as a high degree of empathy to ensure the customer’s satisfaction with Cloudflare’s services. Our mission is to deliver great customer outcomes and also growth of adoption and utilization of Cloudflare solutions.

You will help Customer Success Engineers deliver deep technical expertise to our customers in both scaled (one-to-many) engagements as well as personalized workshops and one-on-one sessions.

Additional responsibilities will include:

Lead and mentor a team of Customer Success Engineers and Customer Success Engineering Managers, providing guidance and support to ensure successful client engagements.

Develop and execute 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 development within the customer success engineering team.

Stay informed about industry trends and best practices in customer success, and incorporate insights into team strategies.

Build strong technical champions across the team, leveraging that expertise to inform product development through strong partnerships with produce and engineering teams.

Examples of desirable skills, knowledge and experience:

Bachelor's degree in Computer Science, Engineering, Business, or a related field

8+ years of experience in customer success engineering, technical account management, or related roles in the technology industry.

5+ years of experience in a leadership or management role, preferably overseeing technical teams.

Experience working in a Technical capacity with CTOs and CIOs at large multinational companies getting them comfortable with the technical products from Cloudflare and as anticipated in head-to-head competition with large Infra vendors and CSPs (AWS, Google Cloud, Azure, PANW, ZScaler, etc) and someone who can speak to cloud transformational journeys with CIOs, CISOs and CTOs.

Proven leader and motivator with deep experience building and leading growing customer success organization

Experience serving in a CSP (Cloud Service Platform), Security and Networking company will be a huge plus

Experience in organizations with a complex, strategic sale, where best practices and technology define a customer's success.

Significant experience interfacing and working with large strategic enterprise customers 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 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.

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