A Powerful Customer Base: Stories & Tactics Fueling Cloudflare's Millions of Customers with Cloudflare's VP CS Paige Boesen, VP Customer Success, EMEA @ Cloudflare and Alonso Bustamante, Senior Director, Special Projects @ Cloudflare

SaaStr Europa 2024

1. A Powerful Customer Base: Stories and Tactics Fueling Cloudflare’s Millions of Customers Paige Boesen VP, Customer Success EMEA Cloudflare Alonso Bustamante Senior Director, Special Projects Cloudflare

2. Today ~ 20% Web using Cloudflare . Fortune 1000 using Cloudflare Paying customers ~ 30% ~ 200k

3. The power of a broad customer base: What is this superpower?

4. A broad customer base Anybody who uses the Internet

5. Diverse customer base = Innovation Flywheels 6 Product Ease of use Better Products Serve Everyone Network Serverless Architecture Increased Efficiency Helping Build a Better Internet Global Scale

6. Communicate clearly, directly, and transparently. It builds trust. Code Orange

7. Becoming a customer-centric company.

8. You don’t start mature. It is an ambition. Best-in-class engineering Best-in-class product Best-in-class sales

9. Be curious to learn and grow. Embrace and evolve customer feedback loops. Free users Social media Cloudflare Connect QBRs PM 1:1s Customer Advisory Councils Touchpoint strategy

10. Where this powerful customer base can take you.

11. CS Secrets: The Golden Rule

12. CS champions the voice of the customer, providing unrivalled expertise that builds long lasting, mutually beneficial partnerships

13. Clarity on what CS is not Strong customer relationships The secrets of Customer Success. 1 3 2

14. Clarity on what CS is not Become the voice of the customer Strong customer relationships The secrets of Customer Success. 1 3 2

15. The success of your customers is what brings you success.

16. The importance of customer success. Account Teaming Customer Language Trusted Advisor Industry Expert Authenticity

17. Melding customers and culture. Unlocking Partnership

18. Thank You! Paige Boesen VP, Customer Success EMEA Cloudflare Alonso Bustamante Senior Director, Special Projects Cloudflare linkedin.com/in/paige-boesen-42756824 linkedin.com/in/paige-boesen-42756824

19. Q&A

20. Thank You!