Customer Journey Optimization Specialist

Location: Austin, TX About the department
We are looking for a data-driven and strategicCustomer Journey Optimization Specialist to focus on the optimization and automation of our Customer Success strategy with an experimental mindset. In this role, you will collaborate with the CS organization to design and implement digital engagement programs that drive customer retention, adoption, and satisfaction.
You'll collaborate closely with cross-functional teams including Customer Success, Sales, Product, and Marketing to ensure our customer experience is proactive, data-informed, and scalable. If you are passionate about digital customer journeys, intelligent automation, and operational excellence, this role is for you.
What you'll do:

• Design and Optimize the Digital Customer Journey: Map out the customer lifecycle and identify key touchpoints where digital interventions can enhance the customer experience.
• Develop and Implement Tech-Touch Strategies: Create and manage automated communication campaigns (email, in-app messaging, etc.) to onboard, educate, and engage customers at scale.
• Analyze and Interpret Data: Use customer data, product usage metrics, and feedback to understand customer behavior and identify segments for targeted digital outreach.
• Drive Product Adoption: Work closely with product and marketing teams to promote new features and best practices through digital channels, ensuring customers are getting the most out of our platform.
• Identify at-Risk Customers: Utilize data to proactively identify customers who may be struggling and initiate timely digital interventions to mitigate churn risk.
• Collaborate Cross-Functionally: Partner with marketing, product, and sales teams to ensure a seamless and integrated customer experience across all channels.
• Report on Performance: Track and report on key digital success metrics, such as product adoption rates, customer health scores, and digital engagement, to measure the effectiveness of your initiatives.

Requirements:

• Experience: 4+ years of experience in Customer Success, Customer Experience, or a similar role, with a strong focus on digital or tech-touch models.
• Technical Proficiency: Hands-on experience with a Customer Success Platform (e.g., Gainsight, ChurnZero, Catalyst) and/or marketing automation platforms (e.g., HubSpot, Marketo, Intercom).
• Analytical Skills: Ability to analyze data and draw actionable insights to inform strategy and decision-making. Experience with data visualization tools is a plus.
• Content Creation: Excellent written and verbal communication skills with a proven ability to create compelling and educational content.
• Proactive and Self-Starting: A self-motivated individual who can work independently and take ownership of projects from conception to completion.
• Customer-Centric Mindset: A genuine passion for helping customers succeed and a deep understanding of the customer journey.
• Collaboration: Strong interpersonal skills with the ability to work effectively with cross-functional teams.
• Adaptability: Comfortable working in a fast-paced, dynamic environment where priorities can shift.

Compensation
This role is eligible to earn incentive compensation under Cloudflare's Sales Compensation Plan. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan.
Equity
This role is eligible to participate in Cloudflare's equity plan.
Benefits
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits

• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance

Financial Benefits

• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan

Time Off

• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave