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Cloudflare is seeking a Senior Customer Experience Manager to lead the post-sale customer journey for a portfolio of accounts. You will manage the entire customer lifecycle from onboarding through renewal, acting as a trusted advisor and commercial owner of accounts. Key responsibilities include building strategic relationships with stakeholders, articulating ROI and business value, collaborating with Sales on forecasting and Executive Business Reviews, and driving renewal negotiations and contract execution.
You will own customer engagement across multiple touchpoints including Business Value Justification meetings, quarterly Business Reviews, and renewal meetings. You are responsible for retention and growth of your book of business, maintaining accurate weekly renewal forecasts, and analyzing data to identify upsell and cross-sell opportunities. Cross-functional collaboration is essential—you'll work with Product, Engineering, Support, Marketing, and other teams to resolve customer issues and escalate feature requests.
The role emphasizes AI-driven optimization and modern workflows. You will use generative AI to draft renewal communications and executive summaries, leverage AI analytics tools to parse customer usage metrics and identify opportunities, build automations to synchronize CRM data and trigger lifecycle alerts, and view AI as a partner in solving complex problems. You'll prioritize effectively across multiple concurrent deals and maintain deep product knowledge to present relevant solutions to customers.
Minimum 3 years of experience in Customer Success, Account Management, or Inside/Field Sales is required. The ideal candidate combines commercial acumen with technical fluency, strong communication skills, and comfort with data-driven decision-making. Experience with enterprise SaaS, network/infrastructure products, or high-growth B2B environments is valued.
