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Cloudflare is seeking a Manager of Customer Experience and Renewals to lead a high-performing team of Customer Experience Managers (CXMs) across the New York or Washington DC regions. This is a strategic people leadership role focused on building, coaching, and scaling a team responsible for the post-sale customer journey—from onboarding through long-term retention and expansion.
Key responsibilities include directly managing and coaching CXMs with a focus on career development, performance management, and fostering a culture of accountability and continuous learning. You will oversee regional forecasting and pipeline hygiene in Salesforce, establish and optimize operational workflows, and drive adoption of AI-driven tools to automate routine tasks and uncover growth opportunities.
You will serve as the escalation point for complex commercial negotiations, legal redlines, and business issues, maintaining strong alignment with Sales, Product, and Support leadership to resolve friction points in the customer journey. The role emphasizes AI competencies including proficiency with large language models for drafting renewal communications, data analysis tools for identifying upsell/cross-sell opportunities, workflow automation for CRM synchronization and lifecycle alerts, and viewing AI as a strategic partner in problem-solving.
The ideal candidate brings 5+ years of Customer Success and Renewals Sales experience with at least 2 years in direct people management. You should have a proven track record scaling teams in high-growth SaaS environments, expertise in SaaS retention strategies and value-driven sales leadership, and the ability to coach teams on AI competencies. Deep understanding of cloud security and networking industries is valued, along with exceptional mentorship skills emphasizing empathy, transparency, and results-driven leadership.
