# Customer Experience Manager

**Company:** [Cloudflare](https://hotfix.jobs/companies/cloudflare)
**Location:** Unspecified
**Role:** Customer Success
**Experience:** 3+ years
**Skills:** Customer Success, Account Management, SaaS Sales, Renewal Management, Forecasting, CRM, Project Management, Data Analysis, Generative AI, LLMs
**Posted:** 2026-06-08

> Leads post-sale customer journey from onboarding to retention and renewals. Acts as trusted advisor and commercial owner, building strategic relationships and driving account growth through AI-driven optimization and data analysis.

## Job Description

## Key Responsibilities

### Customer Lifecycle & Success
- Manage customer engagement from onboarding through the entire customer lifecycle
- Be a Trusted Advisor to customers
- Work with account teams to plan and execute long-term Success Plans with largest customers to facilitate retention and growth via product and new business unit expansion
- Maintain a deep understanding of solutions and present to customers about the most relevant features/functionality for their specific business needs
- Own or be an active participant in customer touch points including Business Value Justification meetings, Business Reviews, Renewal Meetings, and Executive Business Reviews
- Demonstrate how customer engagement directly impacts growth and adoption of solutions

### Commercial & Renewals
- Act as the commercial owner and driver of renewal including maintaining and reporting an accurate weekly forecast
- Responsible for retention and growth of book of business, owning and maximizing renewal value
- 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 account portfolio
- Work cross-functionally with Product, Engineering, Systems Reliability Engineering, Marketing and other teams to resolve customer business issues
- Manage customer feedback and product needs by providing feature requests to internal partner teams
- Prioritize effectively to handle multiple deals at the same time
- Up to 50% travel for customer visits

### 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 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: View AI as a partner in solving tough problems

## Qualifications
- Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales
- 2+ years relative industry experience, with experience in cloud security and/or performance industries preferred
- Bachelor's degree and/or other professional qualification
- Strong understanding of or willing 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
- French or German language skills are highly preferred

## Compensation & Benefits
- Compensation may be adjusted depending on work location. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan
- This role is eligible to participate in equity plan
- Complete package of benefits and programs including flexible paid time off covering vacation and sick leave

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