Customer Experience Manager

Role Overview

• 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 the commercial owner of the account, you will build strategic relationships with stakeholders to clearly articulate ROI and business value.
• You will collaborate tightly with the Sales team to maintain accurate weekly forecasts and lead critical engagements like Executive Business Reviews.
• Above all, you will embed AI-driven optimization into your daily workflows—using advanced data analysis to uncover selling opportunities and automating routine tasks to accelerate customer outcomes and maximize operational efficiency.
• Manage customer engagement from onboarding through the entire customer lifecycle.
• 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 impacts their growth and adoption of Cloudflare Solutions and Services.
• 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.
• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work cross-functionally with Product, Engineering, Systems Reliability Engineering, Marketing and other teams to resolve customer business issues and work towards their 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.
• Expected up to 50% travel for customer visits.
• 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.

Requirements

• Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales.
• 2+ years relative industry experience, with experience in cloud security and/or performance industries preferred.
• Bachelor's degree and/or other professional qualification.
• Strong understanding of or willing 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.
• French or German language skills are highly preferred.

Tech Stack

• Cloud

Benefits

• Compensation may be adjusted depending on work location. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan.
• This role is eligible to participate in Cloudflare’s equity plan.
• Cloudflare offers a complete package of benefits and programs to support you and your family, including flexible paid time off covering vacation and sick leave.
• 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!