Director, Customer Success Engineering

Cloudflare

Summary

Lead the North American Customer Success Engineering team at Cloudflare, ensuring customer success through technical expertise and relationship-building while driving adoption and utilization of Cloudflare solutions.

What you'll do

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.

Requirements

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