Customer Success Manager, SLED

Job Locations: Austin, TX
We are seeking a dynamic and experienced Customer Success Manager to join our growing US Public Sector team. The Customer Success Manager will be responsible for developing and nurturing relationships with customers in our US Public Sector team's State, Local, and Education (SLED) segment to drive mutual growth and success. This role is critical in ensuring our customers are empowered to succeed with Cloudflare's solutions and maximizing the value we deliver to them.
About the Department
Account Executives, Business Development Representatives, Solution Engineers, Customer Success Managers, Channel Account Managers, and Sales Operations Strategists all work together to 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 work alongside our Sales team and Customer Solutions Engineers to ensure the success of Cloudflare's SLED customers. You will bring strong relationship-building experience, product knowledge, project management, organizational and problem-solving skills, as well as a high degree of empathy to maintain a best-in-class customer experience.
You will maintain a deep understanding of our customers' goals and be an internal champion of the features/functionality most critical to their specific organizational needs. You are ultimately responsible for the retention and expansion of your book of business; which is driven through consistent communication and collaboration with our customers' teams and demonstrating the value the products and services provide to their organization via quarterly reviews.
The role will sit on the Customer Success Team in order to maintain familiarity with best practices and processes to ensure the success of our Enterprise customers.
Additional responsibilities will include:

• Manage the customer life cycle, which includes initial launch and technical integrations or enablement, maintaining a healthy steady state, quarterly goals assessment, product roadmaps and executive alignment, and renewal of the partnership.
• Enable customers on processes, engagement models and share all relevant resources. Work continuously to manage expectations with key stakeholders.
• Work with your customer account teams to plan and execute long-term account plans to facilitate retention and expansion via product and consumption growth.
• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work cross-functionally with Sales, Product, Engineering, Support, Marketing, and other teams to resolve customer challenges and work towards their stated goals.
• Manage customer feedback and product needs by providing feature requests to internal teams and advocating for prioritization within the product roadmap.
• < 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 servicing enterprise accounts
• Experience working in the US Public Sector space, preferably SLED
• A good understanding of the layers of a multi-cloud environment
• Experience with project management and account portfolio planning and prioritization
• Ability to prioritize, multi-task, and problem-solve effectively under pressure
• Strong phone and interpersonal communication skills (verbal and written) as well as executive presence
• Track record of successful planning and execution of Executive Business Reviews
• Basic understanding of computer networking and "how the internet works"
• Curiosity to learn about the cloud security and performance industry
• Understanding of application, server, and network security is a plus
• Proficiency with CRM software (e.g., Salesforce and Gainsight) is a plus