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Cloudflare is seeking a Senior Customer Experience Manager to lead the post-sale customer journey in Lisbon, Portugal. In this hybrid role, you will manage customer engagement across the entire lifecycle—from onboarding through renewal—acting as a trusted business advisor and commercial owner of your account portfolio.
Key responsibilities include managing customer success and retention, owning renewal forecasts and contract negotiations, and driving upsells while minimizing churn. You will be responsible for the retention and growth of your book of business, designing renewals that create win-win outcomes for customers and Cloudflare. You'll maintain deep product knowledge, present relevant solutions to customers, and lead critical engagements such as Executive Business Reviews and Business Value Justification meetings.
On the commercial side, you will negotiate and execute renewal contracts, analyze data to identify selling opportunities, and leverage AI-driven tools to optimize workflows and accelerate customer outcomes. You'll work closely with the Sales team to maintain accurate weekly forecasts and contribute to team planning and targets.
Cross-functionally, you will develop long-term relationships with account stakeholders and collaborate with Product, Engineering, Support, Marketing, and other teams to resolve customer business issues and help customers achieve their stated goals. German language proficiency is required for this role, reflecting the customer base you'll serve.
Cloudflare powers millions of websites and internet properties for customers ranging from individual bloggers to Fortune 500 companies. The company protects and accelerates internet applications without requiring hardware installation or code changes. You'll join a culture that values curiosity, iteration, and AI-native problem-solving.
