Senior Customer Engagement Manager

GACEP; San Francisco (CA); On-site; USD 140,000 - 200,000; Full time

Job summary

Cloudflare, Inc. is seeking a Sr. Customer Engagements Manager to shape how we engage, grow, and deepen relationships with our most strategic enterprise customers, while driving executive engagements.

You will partner with account teams to understand customer priorities, translate insights into a focused engagement strategy, and craft narratives that surface real business challenges for C‑suite audiences. Based in San Francisco, this role involves in‑person facilitation at the SF EBC and scaling

Qualifications

• 5–8 years in strategic account management or executive engagement programs.
• Experience working with senior executives and complex enterprise customers.
• Strong analytical, problem-solving, and communication skills.
• Ability to influence cross-functional teams without direct authority.
• Experience translating customer insights into strategies or commercial actions.
• Bachelor’s degree required; Master’s degree preferred.

Responsibilities

• Shape engagement strategy for top enterprise accounts, aligning executive, product, R&D and GTM teams.
• Partner with account teams and C‑Suite on executive engagements from discovery to follow‑through.
• Prepare executives with context, priorities, questions, and narrative arc for engagements.
• Design and facilitate executive‑level engagements with a bias toward practical impact.
• Innovate engagement approaches using data and AI to improve agendas and outcomes.

Skills

Stakeholder Influence

Strategic problem solver

Facilitation & Executive presence

Customer-first, consultative mindset

Narrative and content judgment

Commercial orientation

Relevant Industry Background

Education

Bachelor's degree

Master's degree preferred

Job description

Cloudflare is looking for a Sr. Customer Engagements Manager to shape how we engage, grow, and deepen relationships with our most strategic enterprise customers while driving our most important executive engagements. This high‑visibility role sits at the intersection of GTM growth strategy, cross‑functional operations, executive influence, and narrative development.

You will work alongside account teams to understand what each customer cares about most, then translate that into a focused engagement strategy: shaping the narrative, preparing the executives who will be in the room, and designing the conversation to surface the customer's real business challenges. You will also build the frameworks and playbooks that allow this work to scale across the broader Executive Engagements Programs. We’re looking for a resourceful, entrepreneurial individual who thrives in ambiguous situations, can think critically under pressure, and can manage relationships and build consensus with stakeholders at all levels. If you can roll up your sleeves and navigate complex challenges without a playbook, while applying strong conceptual and analytical problem‑solving skills, we’d love to hear from you.

What You’ll Do

• Top 250 Account strategy and growth (AMER): Serve as the strategic operating partner for Cloudflare’s most important enterprise customers across the Americas. Own the internal operational cadence that aligns Executive, Product, R&D, GTM, and other internal teams around each account, building the processes and frameworks, with an emphasis on AI solutions, that drive coordinated, sustained account growth. Act as the connective tissue between field teams and internal stakeholders to remove blockers, surface opportunities, and accelerate pipeline toward shared growth goals.
• Sales Partnership & Engagement Strategy: Serve as the primary strategic partner to account teams & C‑Suite for executive engagements, from initial discovery through post‑engagement follow‑through. Join discovery calls to understand deal context, customer priorities, and desired outcomes. Help AEs and SEs translate their account knowledge into a coherent engagement strategy, and feed post‑engagement insights back to Sales and leadership to inform next steps.
• Executive Preparation & Narrative Development: Build and maintain a library of modular narrative frameworks and talk tracks that help Cloudflare executives move fluidly between technical depth and business‑level conversation across any executive‑level meeting, including QBRs, executive syncs, strategic reviews, and Executive Briefings. Collaborate with Product and Engineering to translate technical capabilities into business‑relevant narrative that articulate real‑world value. Prepare each Cloudflare leader ahead of an engagement, briefing them on customer context, business priorities, open questions, and the narrative arc they’ll be guiding.
• Facilitator‑Led Engagement Design: When required, be present in person to host and facilitate Executive‑level engagements at the San Francisco EBC, moving the organization away from slide‑heavy, one‑directional presentations toward meaningful executive‑to‑executive dialogue.
• Engagement Innovation: Continuously improve the quality and impact of executive engagements by identifying where AI and emerging tools can make interactions sharper, from using data to personalize agendas to capturing and summarizing key outcomes in real time. Bring new ideas to the program and pilot them with a bias toward practical impact, across all engagement formats and channels.

What We’re Looking For

• Stakeholder Influence: 5–8 years of proven ability to build trust across Sales, executive leadership, and cross‑functional partners, aligning priorities, and moving people toward shared outcomes.
• Strategic problem solver: You can quickly understand complex business problems, structure ambiguous questions, synthesize next steps, and identify the highest leverage path forward. You are comfortable moving between strategy, operations, content, and execution.
• Facilitation & Executive presence: Strong communication and storytelling skills with the presence and confidence to guide a room of senior leaders through a structured conversation.
• Customer‑first, consultative mindset: You are skilled at uncovering what customers actually care about, not just what they say in the first meeting. You can translate business challenges into engagement strategies that build trust and create momentum.
• Narrative and content judgment: You can turn fragmented inputs into a compelling executive narrative. You understand what belongs in a C‑level conversation, what should be left out, and how to balance technical credibility with business relevance.
• Commercial orientation: You understand how executive engagement supports account growth, pipeline acceleration, expansion, retention, and strategic partnership. You can connect customer conversations to measurable business outcomes.
• Relevant Industry Background: Experience in Consulting, Technology, and/or Sales is strongly preferred — with a demonstrated ability to navigate complex enterprise relationships, build credibility with senior stakeholders, and drive measurable outcomes in a fast‑moving environment.

Qualifications

• Experience: 5–8 years in strategic account management, executive engagement programs, pre‑sales consulting or a similar GTM role within B2B SaaS or enterprise technology. Sales/GTM experience is highly valued; backgrounds in management consulting, investment banking, corporate strategy, technology, or enterprise sales are strongly encouraged.
• Experience working with senior executives, strategic accounts, or complex enterprise customers.
• Strong analytical, problem‑solving, and communication skills.
• Demonstrated ability to influence cross‑functional teams without direct authority.
• Experience translating customer insights into strategies, narratives, programs, or commercial actions.
• Strong written and verbal storytelling skills, including executive‑level content development.
• Education: Bachelor’s degree required. Master’s degree preferred.

Position: Senior Customer Engagement Manager

Organization: Cloudflare, Inc.

Location: San Francisco, CA