← All roles

Customer Experience Manager

Cloudflare· Customer Renewals
Apply on company site
Hybrid (Austin, US)full-timePosted 4mo ago

About the role

The Customer Experience Manager leads the post-sale customer journey from onboarding to renewal, acting as a trusted advisor and commercial owner of the account. Collaborates with Sales to maintain forecasts, leads Executive Business Reviews, and embeds AI-driven optimization into workflows to uncover opportunities and improve efficiency.

Responsibilities

  • Customer Lifecycle & Success
  • Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.
  • Be a Trusted Advisor to your customers.
  • Plan and execute long term Success Plans with large customers to facilitate retention and growth via product and new business unit expansion.
  • Maintain a deep understanding of Cloudflare solutions and present relevant features to customers.
  • Own or participate in customer touch points including Business Value Justification meetings, Business Reviews, and Renewal Meetings, with Executive Business Reviews.
  • Demonstrate how customer engagement drives revenue 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.
  • Responsible for retention and growth of your book of business and maximizing renewal value.
  • Negotiate and execute renewal contracts in line with customer objectives.
  • Analyze data to identify selling opportunities and business value.
  • Drive alignment with Sales for forecasting, planning, and targets.
  • Develop and maintain long-term relationships with account stakeholders.
  • Work cross-functionally to resolve issues and achieve customer goals.
  • Manage customer feedback and product needs by providing feature requests to internal teams.
  • Prioritize effectively to handle multiple deals simultaneously.
  • AI Competencies: Generative AI, Data Analysis, Workflow Automation, AI Problem Solving.

Qualifications

  • Minimum of 3 years in a Customer Success/Account Management role or inside/field sales
  • 2+ years in cloud security and/or performance industries preferred
  • Bachelor's degree and/or professional qualifications
  • Strong understanding of computer networking and how the internet works; network security a plus
  • Experience with project management, account portfolio planning, cloud implementation and prioritization
  • Expertise in SaaS retention and value-driven sales
  • Excellent problem solving and creative resolution skills

Skills

Required:Customer Success / Account ManagementSales forecastingExecutive Business ReviewsData analysisAI & Workflow Automation

Benefits

  • equity plan eligibility
  • flexible paid time off including vacation and sick leave
Last updated Aug 26, 2026. Interested? Apply on the company site.

About Cloudflare

Connect, protect, and build everywhere | Cloudflare

Make employees, applications and networks faster and more secure everywhere, while reducing complexity and cost.

NetworkingSecurityPerformanceDeveloper PlatformAI
Company profileWebsite

More open roles at Cloudflare