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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, successfully close renewals, maximize upsells, and minimize churn.
Key responsibilities include managing customer engagement across the entire lifecycle from onboarding through renewal; serving as a trusted advisor helping customers adopt Cloudflare products to meet their needs; planning and executing long-term success plans with major customers to drive 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 with a track record of successful executive business reviews; 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 aligned with customer objectives; design renewals using expertise in deal construction and pricing strategy to create win-win outcomes; analyze data and leverage tools to identify selling opportunities and business value; and drive strong alignment with the Sales team on forecasting, planning, and targets.
Cross-functionally, you will develop and maintain long-term relationships with account stakeholders; work with Product, Engineering, Support, Marketing, and other teams to resolve customer business issues; manage customer feedback and product needs by providing feature requests to internal partners; and prioritize effectively to handle multiple deals simultaneously.
The role emphasizes AI competencies: mastery of LLMs to draft renewal communications and prepare executive summaries; proficiency in AI analytics tools to parse customer usage metrics and highlight upsell/cross-sell opportunities; ability to build automations to synchronize CRM data and trigger lifecycle alerts; and viewing AI as a partner in solving tough problems.
Requirements:
- Minimum 3 years of experience in Customer Success, Account Management, Inside Sales, or Field Sales
- Fluency in Hebrew (required)
- 2+ years of industry experience, with 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 computer networking and internet fundamentals; network security a plus
- Ability to manage and prioritize competing portfolio demands, aligning internal resources with highest-impact commercial and retention goals
- Expertise in SaaS retention and sales process with excellent knowledge of value-driven sales
- Excellent problem-solving skills with ability to creatively achieve resolutions
