Customer Experience Manager

ABOUT THE ROLE

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 business value. You will collaborate tightly with the Sales team to maintain accurate weekly forecasts and lead critical engagements like Executive Business Reviews. In addition, 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.

RESPONSIBILITIES

• 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.

DESIRABLE SKILLS, KNOWLEDGE, AND EXPERIENCE

• 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.

COMPENSATION

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.

EQUITY

This role is eligible to participate in Cloudflare’s equity plan.

BENEFITS

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!

EQUAL OPPORTUNITY EMPLOYER

Cloudflare is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

WHAT MAKES CLOUDFLARE SPECIAL?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

Please note that applicants who progress to the offer stage of the interview process may be asked to attend an in-person interview within one of the Cloudflare Offices or Cloudflare Hubs. More details about this will be available at that stage of the interview process.

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.