About Us

At Cloudflare, we have our eyes set on an ambitious goal: to help build a better Internet. Today, Cloudflare runs one of the world’s largest distributed networks that powers more than 1.5 trillion page views each month across 5 million Internet properties. More than 10 percent of all global Internet requests flow through Cloudflare’s network. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code.

Our customers range from Fortune 500 companies and nonprofits to small businesses and budding entrepreneurs. Every day, about 12,000 new customers sign up. We’re working to create a faster, more secure, and more reliable experience for anyone online and given the scale at which we operate, our mission is big. Our team is hard at work shaping the future of the Internet by solving some of its toughest challenges. Come join us.

About the role:

Cloudflare Global Sales Operations team is looking for a Customer Success (Post-sales) Strategy and Operations leader to build and scale best-in-class global post sales operations. This position reports to the Head of Global Sales Operations and primarily supports the Customer Success and Expansion teams.

Responsibilities

  • Build and scale Post-sales Operations function

  • Responsible for managing renewals, customer attrition and customer expansion

  • Responsible for infrastructure, reporting, and business intelligence on mgmt. of renewable book of business

  • Partner with Customer Success and Expansion teams  to identify opportunities to simplify the post-sales process through optimization and automation/tools

  • Implement tools (e.g. Gainsight, Totango etc)  and processes to drive post-sales process efficiency and improved customer retention/expansion  

  • Develop and utilize dashboards, reports and insights to drive continuous improvement

  • Proactively provide high level trends of customer issues to key stakeholders with quantified impact on the business

  • Develop customer sizing and white space model to drive expansion of existing customers

  • Develop and implement customer health score metrics and operationalize plan to improve customer health score over time   

Requirements

  • 5+ years experience in B2B sales ops and/or Customer Success; preferably both

  • Proven track record of scaling an Ops organization

  • Experience in Analytical and Operations-driven roles with a focus on process optimization and efficiency

  • A proven ability to develop tactical initiatives that improve customer success productivity, performance and performance metrics

  • Strong communication skills, including establishing credibility and trust with customers and building influential relationships with partners in the business

  • Exceptional data driven and analytical problem solving skills

  • Demonstrated ability to build and lead teams toward common goal

What Makes Us Special

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet. In 2014, we launched Project Galileo, an initiative through which we partner with global NGOs to identify websites at risk of attack and provide the same state-of-the-art mitigation technology already used by Cloudflare’s enterprise customers--at no cost. Project Galileo equips politically and artistically important organizations and journalists with powerful tools to defend themselves against attacks that would otherwise censor their work.


Additionally, in 2016, we announced our partnership with Path Forward, a nonprofit organization that works with companies to create 18-week positions for mid-career professionals who want to get back to the workplace after taking time off to care for a child, parent, or loved one. With the lofty goal of shaping the future of the Internet, we’re focused on recruiting the best and the brightest, no matter what.


Cloudflare is a security company. A successful background check is required for employment.


Cloudflare hires the best people based on an evaluation of their abilities and effectiveness. We don't discriminate against employees on the basis of any other personal characteristic or any classification protected by federal, state or local law.

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