Customer Experience Manager

At Cloudflare, 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. Cloudflare protects and accelerates any Intern...

At Cloudflare, 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 ...

The Customer Experience Manager leads the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals. Acting as both a trusted advisor and a commercial owner of the account, you will build strategic relationships with stakeholders to clearly articulate ROI and busine...

Customer Lifecycle & Success
Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.
Be a Trusted Advisor to your customers.
Work with your account teams to plan and execute long term Success Plans with our largest customers to facilitate retention and growth via product and new business unit expansion.
Maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.
Own or be an active participant in several customer touch points including: Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a track record of successful planning and execution of Executive Business Reviews.
Demonstrate how your customer engagement directly revenue growth and adoption of Cloudflare solutions and services.
Commercial & Renewals
Act as the commercial owner and driver of renewal including maintaining and reporting an accurate weekly forecast.
You are ultimately responsible for the retention and growth of your book of business, taking responsibility for owning and maximizing renewal value of a book of business of existing customers.
Negotiate and execute renewal contracts in accordance with customer objectives.
Analyze data and leverage tools to identify selling opportunities and business value.
Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets.
Cross-Functional & Operational Management
Develop and maintain long-term relationships with stakeholders in your account portfolio.
Work cross-functionally with Product, Engineering, Support,Marketing and other teams to resolve customer business issues and work towards each customer’s stated goals.
Manage customer feedback and product needs by providing feature requests to internal partner teams.
Able to prioritize effectively to handle multiple deals at the same time.
AI Competencies
Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and instantly highlight up-sell or cross-sell opportunities.
Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
AI Problem Solving: The instinct to view AI as a partner in solving tough problems to keep the Internet moving forward.

Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales.
2+ years of industry experience, with experience in cloud security and/or performance industries preferred.
Bachelor's degree and/or other professional qualifications.
Strong understanding of or willingness to learn about computer networking and “how the internet works,” with network security a plus.
Experience with project management, account portfolio planning, cloud implementation and prioritization.
Expertise in SaaS retention and sales process and excellent knowledge of value driven sales.
Excellent problem solving skills with the ability to creatively achieve resolutions.