# Manager, Customer Experience and Renewals

**Company:** [Cloudflare](https://hotfix.jobs/companies/cloudflare)
**Location:** New York, NY, Washington, DC
**Role:** Customer Success
**Salary:** $158k – $219k/yr
**Experience:** 5+ years
**Skills:** Customer Success, Renewals Sales, People Management, SaaS, Salesforce, Commercial Negotiation, Retention Strategies, Generative AI, LLMs, Workflow Automation, Cloud Security, Networking
**Posted:** 2026-08-27

> 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.

## Job Description

## 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.

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