Customer Experience Manager

Cloudflare is on a mission to help build a better Internet, running one of the world’s largest networks that powers millions of websites. The Customer Experience Manager leads the post-sale customer journey, managing onboarding to long-term retention and contract renewals while building strategic relationships and collaborating with the Sales team to drive customer success.

Responsibilities:

• 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
• 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
• 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
• 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

Requirements:

• Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales
• 2+ years of industry experience, with experience in cloud security and/or performance industries preferred
• Bachelor's degree and/or other professional qualifications
• Strong understanding of or willingness to learn about computer networking and 'how the internet works,' with network security a plus
• Experience with project management, account portfolio planning, cloud implementation and prioritization
• Expertise in SaaS retention and sales process and excellent knowledge of value driven sales
• Excellent problem solving skills with the ability to creatively achieve resolutions
• 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