Customer Experience Manager

About the role

Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales.

What you’ll do

• Customer Lifecycle & Success
• Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.
• Be a Trusted Advisor to your customers.
• Work with your account teams to plan and execute long term Success Plans with our largest customers to facilitate retention and growth via product and new business unit expansion.
• Maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.
• Own or be an active participant in several customer touch points including: Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a track record of successful planning and execution of Executive Business Reviews.
• Demonstrate how your customer engagement directly revenue growth and adoption of Cloudflare solutions and services.
• Commercial & Renewals
• Act as the commercial owner and driver of renewal including maintaining and reporting an accurate weekly forecast.
• You are ultimately responsible for the retention and growth of your book of business, taking responsibility for owning and maximizing renewal value of a book of business of existing customers.
• Negotiate and execute renewal contracts in accordance with customer objectives.
• Analyze data and leverage tools to identify selling opportunities and business value.
• Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets.
• Cross-Functional & Operational Management
• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work cross-functionally with Product, Engineering, Support,Marketing and other teams to resolve customer business issues and work towards each customer’s stated goals.
• Manage customer feedback and product needs by providing feature requests to internal partner teams.
• Able to prioritize effectively to handle multiple deals at the same time.
• AI Competencies
• Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
• Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and instantly highlight up-sell or cross-sell opportunities.
• Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
• AI Problem Solving: The instinct to view AI as a partner in solving tough problems to keep the Internet moving forward.

Benefits & working conditions

• Cloudflare offers a complete package of benefits and programs to support you and your family , including flexible paid time off covering vacation and sick leave. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun!