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

SaaStr Europa 2024

2. A Powerful Customer Base: Stories and Tactics
Paige Boesen
VP, Customer Success
EMEA
Cloudflare
Alonso Bustamante
Senior Director,
Special Projects
Cloudflare

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

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

5. A broad customer base
Anybody who uses the
Internet

6. 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

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

8. Becoming a customer-centric
company.

9. Best-in-class
engineering
Best-in-class
product
Best-in-class
sales

10. 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

11. Where this powerful customer base can take
you.

12. CS Secrets: The Golden Rule

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

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

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

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

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

19. Melding customers and culture.
Unlocking Partnership

20. 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

21. Q&A

22. Thank You!