Director of Customer Success Engineering, Cloudflare

Salary not provided
AWS
GCP
Azure
Senior and Expert level
Remote in US

More information about location

Cloudflare

Web performance and security platform

Job no longer available

Cloudflare

Web performance and security platform

1001+ employees

B2BEnterpriseAnalyticsSaaSCyber Security

Job no longer available

Salary not provided
AWS
GCP
Azure
Senior and Expert level
Remote in US

More information about location

1001+ employees

B2BEnterpriseAnalyticsSaaSCyber Security

Company mission

Cloudflare's mission is to help build a better Internet that is bold and ambitious.

Role

Who you are

  • 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
  • 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

What the job involves

  • 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
  • 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
  • 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
  • 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
  • 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

Our take

Cloudflare is a multi-service global network that provides web security and infrastructure, DDoS mitigation services, and a content delivery network. Founded in 2009, Cloudflare has risen to become an industry giant, with around 25 million global internet properties on its network.

Cloudflare has been responsible for a number of admirable initiatives, offering free web protection to human rights groups, journalists, artists, and US election websites. This goes some way to counteracting the flak Cloudflare has received in some circles for the controversial groups and users who use its services. This chequered history, however, has not affected its over 80% market share in the content delivery network field.

This is perhaps in part because it has proven sharp at staying abreast of the rapidly morphing tech and digital space and customer demands. For example, Cloudflare is shifting to 100% renewable energy usage to create a zero-emissions internet, and in 2020 released a feature that would help users navigate data privacy regulations by selecting where their data is stored.

The cloud infrastructure market reached $53 billion in 2022. While the Big 3 (Amazon, Microsoft, and Google) own 65% of the market, that still leaves billions of dollars left for companies such as Cloudflare. Its ambitious and successful work is likely to continue being a crucial feature of the web, but in 2023, placed it in the crosshairs of hackers looking to exploit its infrastructure. The beginning of 2024 saw Cloudflare vow to bolster its security and patch vulnerabilities.

Steph headshot

Steph

Company Specialist

Insights

Led by a woman

Few candidates hear
back within 2 weeks

16% employee growth in 12 months

Company

Company benefits

  • Minimum 8 weeks of paid parental leave
  • Equal opportunity employer
  • Unlimited paid time off policy
  • Work from home opportunities
  • Medical, Dental & Vision Insurance
  • Life Insurance, Disability Insurance
  • 401(k) plans
  • Family planning and fertility program
  • Gym discounts
  • Commuter Benefits Program

Company values

  • Principled - We create our products and features with a global mindset and democratize important and innovative technologies that drive adoption of the latest standards
  • Curious - Our team is made up of pioneering innovators that approach new challenges with interest and a desire to learn
  • Transparent - We hold ourselves accountable when we make mistakes—and we do everything we can to learn from them

Company HQ

China Basin, San Francisco, CA

Founders

Lee Holloway

(Lead Engineer)

Lee started their career as an Engineer at Homewarehouse for a year before working at Unspam Technologies for 4 years. They co-created Project Honey Pot in 2004 and Cloudflare in March 2009, serving as Lead Engineer of both to present.

Michelle Zatlyn

(President & COO)

Having worked for Investor Economics and I Love Rewards for a combined 4 years, Michelle worked at Toshiba for 3 years as a Product Manager. She then co-founded Cloudflare in 2009 as COO, and has served as President since 2020. She is also a Board Member at Atlassian.

Matthew studied for an MBA at Harvard Business School before co-founding Unspam Technologies in December 2001, and Cloudflare as CEO in March 2009.

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