# Customer Experience Manager - Dutch or Swedish Speaking

**Company**: Cloudflare
**Location**: London
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Salary**: €50,000 - €69,000
**Category**: Sales
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/cloudflare/jobs/8300499?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_63369785-804

## Description

## Job Summary

We are seeking a Customer Experience Manager to lead the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals.

## Key Responsibilities

### Customer Lifecycle & Success

- Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.

- Be a Trusted Advisor to your customers by helping them adopt Cloudflare products and services to meet their needs and make them successful.

- 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 impacts revenue growth and adoption of Cloudflare solutions and services.

### Commercial & Renewals

- You are ultimately responsible for the retention and growth of your book of business.

- Own and drive the renewal including maintaining and reporting an accurate weekly forecast.

- 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.

- 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.

## Qualifications

- Fluency in English AND Dutch or Swedish (written and spoken).

- 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.

- Direct experience in commercial sales, negotiation, and deal closure.

- Strong understanding of or willingness to learn about computer networking and 'how the internet works,' with network security a plus.

- Manage and prioritize competing portfolio demands, aligning internal resources with the highest-impact commercial and retention goals.

- 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.

## Compensation

- For Portugal-based hires: Estimated annual salary is between €50,000 - €69,000.

- The final offer will be inclusive of time exemption, in alignment with the applicable law and collective bargaining agreements.

- This role is eligible to earn incentive compensation under Cloudflare's Sales Compensation Plan.

## Benefits

- Equity plan participation

- Opportunity to work on high-impact projects

- Collaborative and dynamic work environment

## Skills

### Required
- Cloudflare products and services
- Customer Success/Account Management
- Commercial sales
- Negotiation and deal closure
- Computer networking
- Network security
- SaaS retention and sales process
- Value-driven sales
- Problem-solving
- AI analytics tools
- Workflow automation
- Generative AI
- Data analysis

### Nice to have
- Cloud security
- Performance industries
- AI competencies

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/cloudflare/jobs/8300499?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)