Manager, Customer Experience and Renewals
Leads and develops a team of Customer Experience Managers responsible for customer onboarding, retention, renewals, and expansion. The role requires 5+ years in Customer Success and Renewals Sales, direct people-management experience, SaaS retention expertise, and proficiency with AI-enabled workflows.
About the job
Responsibilities
Team Leadership & Career Development
- Directly manage and coach a team of Customer Experience Managers (CXMs), fostering high performance, accountability, and continuous learning.
- Lead career development through regular 1:1s, performance reviews, and skill-gap analysis.
Operational Strategy & Performance Management
- Oversee regional forecasting and pipeline hygiene in Salesforce.
- Establish and optimize operational workflows, including AI tools for account quoting and automated lifecycle alerts.
Cross-Functional Alignment & Escalation
- Serve as the escalation point for complex commercial negotiations, legal redlines, and commercial business issues.
- Partner with Sales, Product, and Support leadership to resolve customer-journey friction points.
AI Competencies
- Use large language models to draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
- Leverage AI analytics tools to identify upsell and cross-sell opportunities from customer usage metrics.
- Build automations to synchronize CRM data, update forecasts, and trigger lifecycle alerts.
Requirements
- 5+ years of experience in Customer Success and Renewals Sales.
- At least 2 years of direct people-management experience.
- Experience scaling teams and managing organizational transitions in a high-growth SaaS environment.
- Expertise in SaaS retention strategies, commercial negotiations, and value-driven sales leadership.
- Strong proficiency coaching teams on LLM use and automated workflow development.
- Understanding of cloud security and networking industries, with the ability to translate technical concepts into business strategy.
- Exceptional mentorship, leadership, problem-solving, empathy, transparency, and results orientation.
Compensation
- New York and Washington, DC hires: estimated annual salary of $158,000–$219,000, including on-target incentive compensation under the Sales Compensation Plan.
- Eligible for Cloudflare’s equity plan.
- Benefits include medical, dental, vision, flexible spending and commuter accounts, fertility and family-forming benefits, mental health support, travel medical insurance, disability and life insurance, 401(k), employee stock participation, flexible paid time off, and family and medical leave programs.
Skills
Customer Success, Renewals Sales, People Management, SaaS, Salesforce, Commercial Negotiation, Retention Strategies, Generative AI, LLMs, Workflow Automation, Cloud Security, Networking
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