Customer Experience Manager

• 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
• Customer Lifecycle & Success:
• 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
• 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, 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
• 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

Benefits

• Competitive pay: We offer a competitive total rewards package, where every employee is an owner of our stock.
• Take-what-you-need vacation: We encourage employees to find a comfortable work-life balance by taking as many days off as they need while still being able to perform their jobs satisfactorily. (We really mean it!)
• Paid maternity & paternity leave: Our global parental leave policy allows up to sixteen paid weeks of bonding leave time for all qualifying new parents.
• Employee benefits: We offer a comprehensive benefits package including healthcare, life insurance, short- and long-term disability, pension plans in accordance with the market practice in our locations.
• Commuter program: We are flexible about where we work and value connecting at the office. Our commuter benefits program is in place to support team members’ commute to work via public transportation without the extra cost burden.
• Wellbeing: Global offerings that provide mental health, childcare and family forming support to our employees across our offices.

• Strong understanding of or willing to learn about computer networking and “how the internet works” with network security a plus
• Bachelor’s degree and / or other professional qualification
• Experience with project management, account portfolio planning, Cloud implementation and prioritization
• Excellent problem solving skills with the ability to creatively achieve resolutions
• 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
• Expertise in SaaS retention and sales process and excellent knowledge of value driven sales