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Cloudflare is seeking a Customer Experience Manager to lead the post-sale customer journey, managing everything from onboarding through long-term retention and contract renewals. In this hybrid role based in Austin, you will act as both a trusted advisor and commercial owner of customer accounts, building strategic relationships with stakeholders to articulate ROI and business value.
Key Responsibilities:
Customer Lifecycle & Success: Manage customer engagement across the entire lifecycle from onboarding through renewal. Serve as a trusted advisor to customers and work with account teams to plan and execute long-term success plans with major customers to facilitate retention and growth. Maintain deep understanding of Cloudflare solutions and present relevant features/functionality to meet specific business needs. Own or actively participate in business value justification meetings, business reviews, renewal meetings, and executive business reviews.
Commercial & Renewals: Act as the commercial owner and driver of renewals, maintaining accurate weekly forecasts. Take responsibility for retention and growth of your book of business, maximizing renewal value. Negotiate and execute renewal contracts aligned with customer objectives. Analyze data and leverage tools to identify selling opportunities and business value. Drive strong alignment with the Sales team on forecasting, planning, and targets.
Cross-Functional Collaboration: Develop and maintain long-term relationships with account stakeholders. Work cross-functionally with Product, Engineering, Support, Marketing, and other teams to resolve customer business issues and work toward stated goals. Manage customer feedback and product needs by providing feature requests to internal partners. Prioritize effectively to handle multiple deals simultaneously.
AI Competencies: Demonstrate mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries. Leverage AI analytics tools to parse customer usage metrics and highlight upsell/cross-sell opportunities. Build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts. View AI as a partner in solving tough problems.
Requirements:
- Minimum 3 years of experience in Customer Success, Account Management, Inside Sales, or Field Sales
- 2+ years of industry experience; cloud security and/or performance industry experience preferred
- Bachelor's degree and/or other professional qualifications
- Strong understanding of or willingness to learn computer networking and internet fundamentals; network security a plus
- Experience with project management, account portfolio planning, cloud implementation, and prioritization
- Expertise in SaaS retention and sales processes with excellent knowledge of value-driven sales
- Excellent problem-solving skills with ability to creatively achieve resolutions
