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Senior Manager, Customer Success Engineering Lead
2 months ago
As a Senior Manager, Customer Success Engineering, you will be responsible for driving the success of our customers by leading a team of Customer Success Engineers. You will bring strong leadership skills, deep technical knowledge, project management expertise, and a high degree of empathy to ensure customer satisfaction with Cloudflare's services.
Our mission is to deliver exceptional customer outcomes and drive growth in adoption and utilization of Cloudflare solutions.
Key Responsibilities- Lead and mentor a team of Customer Success Engineers, 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 product and engineering teams.
- 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 technical products from Cloudflare and anticipating head-to-head competition with large infrastructure vendors and cloud service providers.
- Proven leader and motivator with deep experience building and leading growing customer success organizations.
- Experience serving in a cloud service platform, security, and networking company will be a huge plus.
- Experience in organizations with complex, strategic sales, where best practices and technology define customer 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.
