Customer Success Manager, LATAM

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code.

We realize people do not fit into neat boxes. We are looking for curious and empathetic individuals who are committed to developing themselves and learning new skills, and we are ready to help you do that. We cannot complete our mission without building a diverse and inclusive team. We hire the best people based on an evaluation of their potential and support them throughout their time at Cloudflare.

Available Job Locations

Mexico City, MX

Team and Responsibilities

We are seeking a dynamic Customer Success Manager to join our team. The Customer Success Manager will be responsible for developing and nurturing relationships with our strategic partners to drive mutual growth and success. This role is critical in ensuring our partners are empowered to succeed with Cloudflare's solutions, thereby increasing the value delivered to our partners and their end customers.

About the Department

Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together help our customers adopt Cloudflare and create great Internet-enabled experiences.

The sales team at Cloudflare helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our community.

What you'll do

You will be responsible for ensuring the success of Cloudflare’s Latin America Named customers and managing all of their post-sale experiences. You will bring strong relationship-building experience, 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.

You will maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. You are ultimately responsible for product adoption and for the retention of your book of business; this is driven through demonstrating the value the products and services provide to the customer’s business via quarterly reviews.

Additional responsibilities will include:

• Manage the customer life cycle including contract renewal
• Work with your account teams to plan and execute long term account plans to facilitate retention and growth via product and new business unit expansion
• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work cross-functionally with Product, Engineering, SRE, Marketing and other teams to resolve customer business issues and work towards their stated goals.
• Manage customer feedback and product needs by providing feature requests to internal partner teams.
• 25% travel

Desirable skills, knowledge and experience

• Bachelor's degree required. Masters is a plus.
• 5+ years of experience in a Customer Success/Account Management role (or related, customer facing roles).
• Strong understanding of computer networking and “how the internet works.”
• Experience in cloud security and/or performance industries.
• Experience with project management, account portfolio planning and prioritization.
• Fluent in English, Spanish and Portuguese.
• Ability to prioritize, multi-task, and perform effectively under pressure.
• Strong phone and interpersonal communication skills (verbal and written) as well as organizational skills.
• Track record of successful planning and execution of Executive Business Reviews.
• Understanding of application, server, and network security is a plus.

What Makes Cloudflare 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.

Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work.

In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration.

We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver.

Equal Employment Opportunity

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.

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