# Customer Experience Manager **Company**: Cloudflare **Location**: Austin, TX **Work arrangement**: hybrid **Experience**: mid **Job type**: full-time **Category**: Engineering **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/cloudflare/jobs/7988072?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_761e2c6c-602 ## Description About Us At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. ## Available Locations: Austin, TX ## What You’ll Do The Customer Experience Manager leads the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals. Acting as both a trusted advisor and the commercial owner of the account, you will build strategic relationships with stakeholders to clearly articulate ROI and business value. You will collaborate tightly with the Sales team to maintain accurate weekly forecasts and lead critical engagements like Executive Business Reviews. Above all, you will embed AI-driven optimization into your daily workflows,using advanced data analysis to uncover selling opportunities and automating routine tasks to accelerate customer outcomes and maximize operational efficiency. ## Key Responsibilities Customer Lifecycle & Success Manage customer engagement from onboarding through the entire customer lifecycle. 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 impacts their growth and adoption of Cloudflare Solutions and Services. Commercial & Renewals 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. Cross-Functional & Operational Management Develop and maintain long-term relationships with stakeholders in your account portfolio. Work cross-functionally with Product, Engineering, Systems Reliability Engineering, Marketing and other teams to resolve customer business issues and work towards their 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. Expected 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 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 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: 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. Equity: This role is eligible to participate in Cloudflare’s equity plan. Benefits: Cloudflare offers a complete package of benefits and programs to support you and your family , including flexible paid time off covering vacation and sick leave. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! ## Equal Opportunity Employer Cloudflare is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer. ## What Makes Cloudflare Special? We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet. Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost. Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states. 1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public ## Skills ### Required - cloud security - performance industries - project management - account portfolio planning - Cloud implementation - prioritization - SaaS retention - sales process - value driven sales - generative AI - LLMs - data analysis - workflow automation - CRM data - weekly forecasts - lifecycle alerts - customer engagement - onboarding - long-term retention - contract renewals - customer lifecycle - success plans - product and new business unit expansion - features/functionality - business needs - customer touch points - Business Value Justification meetings - Business Reviews - Renewal Meetings - Executive Business Reviews - commercial owner - driver of renewal - accurate weekly forecast - retention and growth - book of business - renewal value - existing customers - negotiate and execute renewal contracts - analyze data - leverage tools - identify selling opportunities - business value - strong alignment - team forecasting - planning - targets - long-term relationships - stakeholders - account portfolio - cross-functional teams - Product - Engineering - Systems Reliability Engineering - Marketing - feature requests - internal partner teams - prioritize effectively - multiple deals - customer visits - AI analytics tools - customer usage metrics - up-sell or cross-sell opportunities - synchronize CRM data - trigger lifecycle alerts - view AI as a partner - tough problems - Internet moving forward --- Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/cloudflare/jobs/7988072?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)