Principal, Customer Strategy & Storytelling

Cloudflare, Inc.; United States; Hybrid; USD 156,000 - 200,000; Full time

Job summary

Cloudflare, Inc. in the United States seeks a Principal, Customer Strategy & Storytelling to establish, scale, and architect the stories we tell about the Developer Platform inside and outside the company.

This role unearths compelling customer transformations, translates complex technical breakthroughs into magnetic narratives, and builds scalable programs that showcase the value of Cloudflare's developer platform and AI infrastructure to internal teams and the global ecosystem.

Qualifications

• 8–10 years in customer success, strategy, or marketing.
• Strong ability to tell technical stories to diverse audiences.
• Experience building scalable programs in fast-growing orgs.

Responsibilities

• Narrative creation: develop compelling customer stories for Dev Platform.
• Sales enablement: create assets for technical sales and partners.
• Bridging audiences: translate technical wins for developers and executives.
• Advocacy & ecosystem: build relationships with customers and sponsors.
• Strategic insights: surface customer trends to inform strategy.
• Impact & measurement: track advocacy participation and outcomes.

Skills

Customer experience

Customer presence

Program builder

Technical fluency

Storytelling excellence

Entrepreneurial mindset

Job description

About Us

At the company, 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. the company protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by the company all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. the company was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

At the company, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.

Available Locations

• Austin, US

• New York, US

• San Francisco, US

About the Role

The Developer Platform is the fastest growing set of products in the company. As part of our explosive growth, we are looking for a Principal, Customer Strategy & Storytelling to establish, scale, and architect the stories we tell about the Developer Platform inside and outside the company.

This is a high-impact, foundational individual contributor role within Developer GTM. You will unearth compelling customer transformations, translate complex technical breakthroughs into magnetic narratives, and architect programs that showcase the value of the company’s developer platform and AI infrastructure to both internal teams and the global ecosystem. As an early member of this team, you will have the autonomy to experiment, to learn what resonates, and to establish scalable operating rhythms and success metrics. Your work will showcase the value of the company's developer platform and AI infrastructure both internally and to the global ecosystem.

Responsibilities

• Narrative Creation: Identify and develop compelling customer stories demonstrating how the company’s Developer Platform delivers transformational, measurable outcomes for cutting-edge startups and global enterprises. Build repeatable frameworks for customer identification and story development.Marketing Partnership: Partner with Marketing to bring customer stories to life through long form content, campaign materials, thought leadership, executive presentations, and novel channels.

• Sales & Partner Enablement: Create the first draft of robust enablement assets for technical sales organizations, sellers, and partner networks. Once we see that our stories equip teams to accelerate sales, you will hand off and support.

• Bridging Audiences: Showcase our best technical wins authentically to developer communities while simultaneously translating those into narratives for commercial impact for enterprise buyers and executives.

• Advocacy & Ecosystem Building: Cultivate trusted relationships with strategic customers, executive sponsors, and account teams to build a thriving network of customer champions who amplify the company's product story.

• Strategic Insights: Surface emerging customer use cases, customer trends, and strategic insights to inform business strategy.

• Impact & Measurement: Measure program effectiveness through customer advocacy participation, storytelling adoption, and commercial impact.

What Success Looks Like

First 30 days:Establish key relationships, consume an inordinate amount of content about our customers and existing stories, identify a few priority narratives. You’ve shipped your first customer story.

First 6 months:Translate and distribute your first stories across internal and external channels. Launch a repeatable customer storytelling motion across DevGTM, including the cross-functional processes for identification and engaging account teams. We are hitting a new level of narrative (this is not a case study factory) and telling the story in novel ways. You’ve shipped a way for customer stories to be easier to find for our field teams, and they hit their goals faster because of it.

First year:Build a scalable customer engagement and storytelling capability that is measurably supporting Dev GTM’s growth. Your partnership is sought after, because it has created such compelling narratives through our field teams, owned channels, and executive voices that our program makes waves in the AI ecosystem.

Desirable Skills, Knowledge, and Experience

• Customer Experience: 8-10 Years Experience in Customer Success, Customer Strategy, Strategic Account Management, or Customer Marketing.

• Customer Presence. Excellent internal and external relationship building and stakeholder management.

• Program Builder.Demonstrated experience working cross functionally to deliver results. Proven success building new programs and processes in fast-growing organizations.

• Technical Fluency:5+ Years experience working on developer-first products with a highly technical customer base. Comfort working with that audience, telling their stories. An instinct for what will “hit” on Hacker News paired with commercial acumen for enterprise buyers.

• Storytelling Excellence:Exceptional one-to-many (writing, communication, decks) and one-to-one (stakeholder management) communication skills.

• Entrepreneurial Mindset: Comfort navigating ambiguity and driving initiatives independently. A love of the chaos and comfort doing unscalable things.

Compensation

Compensation may be adjusted depending on work location.

• For Bay Area based hires: Estimated annual salary of $164,000 - $200,000

• For NYC based hires: Estimated annual salary of $156,000 - $190,000

Equity

This role is eligible to participate in the company’s equity plan.

Benefits

the company 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