Customer Journey Optimization Specialist

We are looking for a data-driven and strategic Customer 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.

Youll 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 youll 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.

CompensationThis role is eligible to earn incentive compensation under Cloudflares 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.

EquityThis role is eligible to participate in Cloudflares equity plan.

BenefitsCloudflare 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

What Makes Cloudflare Special?

Were not just a highly ambitious, large-scale technology company. Were 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.

Project Galileo: Since 2014, weve 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, technology already used by Cloudflares enterprise customers--at no cost.

Athenian Project: 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. Since the project, weve provided services to more than 425 local government election websites in 33 states.

1.1.1.1: 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. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Heres the deal - we dont store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something youd like to be a part of? Wed love to hear from you!

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

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 persons, 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. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities.  Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.  If you require a reasonable accommodation to apply for a job, please contact us via e-mail at **@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.