← All roles

Manager, Customer Experience and Renewals

Cloudflare· Sales
Apply on company site
Hybrid (New York, NY), Hybrid (Washington DC)$158k - $218kFull-timePosted 1mo ago

About the role

Strategic people leader responsible for building, coaching, and scaling a high-performing team of Customer Experience Managers to lead post-sale journey, AI-driven workflows, and regional operating strategy.

Responsibilities

  • Directly manage and coach a team of CXMs, fostering a culture of high performance, accountability, and continuous learning.
  • Drive career development initiatives, including regular 1:1s, performance reviews, and skill-gap analysis to prepare team members for growth.
  • Oversee regional forecasting and pipeline hygiene in Salesforce, ensuring accurate reporting to leadership.
  • Establish and optimize operational workflows, including the integration of AI tools for account quoting and automated lifecycle alerts.
  • Act as the ultimate point of escalation for complex commercial negotiations, legal redlines, and commercial business issues.
  • Maintain strong alignment with Sales, Product, and Support leadership to resolve friction points in the customer journey.
  • 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.

Qualifications

  • Minimum of 5 years of experience in Customer Success and Renewals Sales, with at least 2 years in a direct people management role.
  • Proven track record of scaling teams and managing organizational transitions in a high-growth SaaS environment.
  • Expertise in SaaS retention strategies, commercial negotiations, and value-driven sales leadership.
  • Strong proficiency in coaching teams on AI competencies, including LLM utilization and automated workflow building.
  • Deep understanding of cloud security and networking industries; ability to translate technical concepts into business strategy.
  • Exceptional mentorship and leadership skills with a focus on empathy, transparency, and results.
  • Excellent problem solving skills with the ability to creatively achieve resolutions.

Skills

Required:Team LeadershipCareer DevelopmentForecasting & SalesforceAI Workflow & AutomationNegotiation & EscalationAI & Data Analytics

Benefits

  • Health & Welfare Benefits: Medical/Rx Insurance, Dental Insurance, Vision Insurance, Flexible Spending Accounts, Commuter Spending Accounts, Fertility & Family Forming Benefits, On-demand mental health support and Employee Assistance Program, Global Travel Medical Insurance
  • Financial Benefits: Short and Long Term Disability Insurance, Life & Accident Insurance, 401(k) Retirement Savings Plan, Employee Stock Participation Plan
  • Time Off: Flexible paid time off covering vacation and sick leave, Leave programs including parental, pregnancy health, medical, and bereavement leave
Last updated Sep 9, 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