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About the Role
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. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code.
We are looking for builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a normalized problem and the AI-native curiosity to create a solution using the latest tools. If you value curiosity over bureaucracy, and view AI as a partner in solving tough problems, you’ll fit right in.
About the Department
Renewals Account Managers, Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations all work together to help our customers adopt Cloudflare and create great Internet-enabled experiences.
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 business advisor and a commercial owner of the account, you will build strategic relationships with stakeholders to clearly articulate ROI and business value, successfully closing renewals while maximizing upsells and minimizing churn. In addition, you will embed AI-driven optimization into your daily workflows.
Location
London, the UK or Lisbon, Portugal (Hybrid, Global)
Key Technical Responsibilities
- check_circle Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.
- check_circle Be a Trusted Advisor to your customers by helping them adopt Cloudflare products and services to meet their needs.
- check_circle Work with account teams to plan and execute long-term Success Plans with our largest customers to facilitate retention and growth.
- check_circle Maintain a deep understanding of solutions and present relevant features and functionality to customers.
- check_circle Own or actively participate in customer touchpoints including Business Value Justification meetings, Business Reviews, and Renewal Meetings.
- check_circle Demonstrate how customer engagement directly impacts revenue growth and adoption of Cloudflare solutions.
- check_circle Own and drive the renewal, including maintaining and reporting an accurate weekly forecast.
- check_circle Negotiate and execute renewal contracts in accordance with customer objectives, leveraging expertise in deal construction and pricing strategy.
- check_circle Analyze data and leverage tools to identify selling opportunities and business value.
- check_circle Drive strong alignment with the Sales team, contributing to forecasting, planning, and targets.
- check_circle Develop and maintain long-term relationships with stakeholders in your account portfolio.
- check_circle Work cross-functionally with Product, Engineering, Support, and Marketing teams to resolve customer business issues.
- check_circle Manage customer feedback and product needs by providing feature requests to internal partner teams.
- check_circle Prioritize effectively to handle multiple deals simultaneously.
- check_circle Utilize Generative AI, LLMs, AI analytics tools, and workflow automation to draft communications, synthesize review data, analyze usage metrics, and update CRM data.
Prerequisites & Qualifications
- check Fluency in English AND Dutch or Swedish (written and spoken).
- check Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales.
- check 2+ years of industry experience, with experience in cloud security and/or performance industries preferred.
- check Bachelor's degree and/or other professional qualifications.
- check Direct experience in commercial sales, negotiation, and deal closure.
- check Strong understanding of or willingness to learn about computer networking and how the internet works, with network security a plus.
- check Ability to manage and prioritize competing portfolio demands, aligning internal resources with high-impact commercial and retention goals.
- check Expertise in SaaS retention and sales processes with excellent knowledge of value-driven sales.
- check Excellent problem-solving skills with the ability to creatively achieve resolutions.
About Cloudflare Greenhouse Board
Verified hiring organization details.
Cloudflare is a technology company that provides web infrastructure, security, content delivery network services, and DDoS mitigation. Operating via a hybrid work model, the organization manages its career opportunities and applicant tracking through the Greenhouse recruitment platform.