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Cloudflare is seeking a Customer Experience Manager to lead the post-sale customer journey in the UKI region, based in London. This role bridges customer success and commercial operations, managing everything from onboarding through renewal and upsell.
You will act as a trusted business advisor and commercial owner of your customer accounts, building strategic relationships with stakeholders to articulate ROI, drive renewals, and maximize upsells while minimizing churn. You'll manage the entire customer lifecycle, develop long-term success plans with key accounts, and conduct Executive Business Reviews. You are ultimately responsible for the retention and growth of your book of business, owning renewal forecasts and deal construction.
Key responsibilities include:
- Managing customer engagement across the full 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 expansion
- Owning renewal negotiations and deal closure, designing win-win structures for customers and Cloudflare
- Analyzing data to identify upsell and cross-sell opportunities
- Maintaining accurate weekly forecasts and contributing to team planning
- Working cross-functionally with Product, Engineering, Support, and Marketing to resolve customer issues
- Embedding AI-driven optimization into workflows: using LLMs for communications, AI analytics for usage metrics, and automation for CRM and forecast updates
Cloudflare is a global network company protecting and accelerating internet applications for millions of customers, from individual bloggers to Fortune 500 companies. The company is known for its innovative culture, commitment to building a better internet, and initiatives like Project Galileo (supporting journalism and civil society) and the Athenian Project (protecting election infrastructure).
Qualifications:
- Minimum 3 years in Customer Success, Account Management, Inside Sales, or Field Sales
- 2+ years of industry experience; cloud security and/or performance experience 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 competing portfolio demands and align internal resources
- Expertise in SaaS retention and sales process; strong knowledge of value-driven sales
- Excellent problem-solving and creative resolution skills
- Proficiency with generative AI (LLMs), data analysis tools, and workflow automation
