Customer Experience Manager

Cloudflare is seeking a Customer Experience Manager to lead the post-sale customer journey, from onboarding to long-term retention and contract renewals. You will act as a trusted business advisor and commercial owner, building strategic relationships with stakeholders to articulate ROI and business value, close renewals, maximize upsells, and minimize churn. You will collaborate with the Sales team to maintain accurate weekly forecasts and contribute to Executive Business Reviews. You will embed AI-driven optimization into daily workflows, using advanced data analysis to uncover selling opportunities and automating routine tasks to accelerate customer outcomes.

• Manage customer engagement across the entire lifecycle, from onboarding through renewal.
• Be a trusted advisor, helping customers adopt Cloudflare products and services.
• Plan and execute long-term Success Plans with largest customers to facilitate retention and growth.
• Own or participate in Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a track record of successful Executive Business Reviews.
• Own and drive renewals, maintaining and reporting an accurate weekly forecast.
• Negotiate and execute renewal contracts, being an expert in deal construction and pricing strategy.
• Analyze data and leverage tools to identify selling opportunities and business value.
• Drive alignment with the Sales team, contributing to forecasting, planning, and targets.
• Develop long-term relationships with stakeholders and work cross-functionally with Product, Engineering, Support, Marketing, and other teams.
• Manage customer feedback and product needs by providing feature requests to internal teams.
• Prioritize effectively to handle multiple deals simultaneously.

• Generative AI: Mastery of LLMs to 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 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.

• Fluency in English AND Dutch or Swedish (written and spoken).
• Minimum of 3 years of experience in Customer Success/Account Management or Inside/Field sales.
• 2+ years of industry experience, with cloud security and/or performance industries preferred.
• Bachelor's degree and/or other professional qualifications.
• Direct experience in commercial sales, negotiation, and deal closure.
• Strong understanding of or willingness to learn about computer networking and network security.
• Expertise in SaaS retention and sales process, and excellent knowledge of value-driven sales.
• Excellent problem-solving skills.

For Portugal-based hires: Estimated annual salary is between €50,000 - €69,000, inclusive of on-target incentive compensation under Cloudflare's Sales Compensation Plan. This role is eligible to participate in Cloudflare's equity plan.

Hybrid - London, UK or Lisbon, Portugal.