Senior Customer Experience Manager - German Speaking

Cloudflare is on a mission to help build a better Internet. The company runs one of the world’s largest networks, powering millions of websites and Internet properties for customers from individual bloggers to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code.

We are looking for a Senior Customer Experience Manager (German Speaking) to lead the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals. Acting as both a trusted business advisor and commercial owner of the account, you will build strategic relationships with stakeholders to articulate ROI and business value, successfully 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.
• Drive renewals, maintain accurate weekly forecasts, negotiate and execute renewal contracts.
• Analyze data and leverage tools to identify selling opportunities and business value.
• Develop long-term relationships with stakeholders and work cross-functionally with Product, Engineering, Support, Marketing, and other teams.
• Use Generative AI (LLMs) to draft renewal communications, synthesize review data, and prepare executive summaries.
• Leverage AI analytics tools to parse customer usage metrics and highlight up-sell/cross-sell opportunities.
• Build automations to synchronize CRM data, update forecasts, and trigger lifecycle alerts.

• Minimum of 3 years of experience in Customer Success/Account Management or Inside/Field sales.
• Fluency in German.
• 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 “how the internet works,” with network security a plus.
• Expertise in SaaS retention and sales process, and excellent knowledge of value-driven sales.

For Portugal-based hires, estimated annual salary is between €61,000 - €84,000, inclusive of on-target incentive compensation under Cloudflare’s Sales Compensation Plan. This role is eligible to participate in Cloudflare’s equity plan.

Cloudflare is an equal opportunity employer and provides reasonable accommodations to qualified individuals with disabilities.