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Salary: EUR 50,000 - 69,000 / annual
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. You will act as both a trusted business advisor and commercial owner of customer accounts, building strategic relationships with stakeholders to articulate ROI and business value while successfully closing renewals, maximizing upsells, and minimizing churn.
Key responsibilities include managing customer engagement across the entire lifecycle from onboarding through renewal; serving as a trusted advisor to help customers adopt Cloudflare products and services; planning and executing long-term success plans with major customers to facilitate retention and growth; maintaining deep product knowledge and presenting relevant features to customers; owning or actively participating in business value justification meetings, business reviews, and renewal meetings; and demonstrating how customer engagement directly impacts revenue growth.
On the commercial side, you will own and drive renewals including maintaining accurate weekly forecasts, negotiate and execute renewal contracts, design renewals to create win-win scenarios for customers and Cloudflare, analyze data to identify selling opportunities, and drive alignment with the sales team on forecasting and targets.
You will work cross-functionally with Product, Engineering, Support, Marketing, and other teams to resolve customer business issues and manage customer feedback by providing feature requests to internal partners. The role emphasizes AI competencies including mastery of LLMs for drafting communications, proficiency in AI analytics tools to identify upsell opportunities, ability to build workflow automations for CRM synchronization and forecasting, and viewing AI as a partner in problem-solving.
Requirements:
- Fluency in English AND Dutch or Swedish (written and spoken)
- 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 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 internet fundamentals; network security a plus
- Ability to manage and prioritize competing portfolio demands
- Expertise in SaaS retention and sales processes with excellent knowledge of value-driven sales
- Excellent problem-solving skills with creative approach to resolutions
