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About the Role
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. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the 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. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.
Location: Lisbon, Portugal / Hybrid, Global
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 and ultimately successfully close renewals maximizing upsells and minimizing churn. You will collaborate tightly with the Sales team to maintain accurate weekly forecasts and contribute to critical engagements like Executive Business Reviews. In addition, 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 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 the Cloudflare products and services to meet their needs and make them successful.
- check_circle 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.
- check_circle Maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.
- check_circle 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.
- check_circle Demonstrate how your customer engagement directly impacts revenue growth and adoption of Cloudflare solutions and services.
- check_circle Own and drive the renewal including maintaining and reporting an accurate weekly forecast to ensure retention and growth of your book of business.
- check_circle Negotiate and execute renewal contracts in accordance with customer objectives, leveraging deal construction and pricing strategy expertise.
- 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 team 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, Marketing and other teams to resolve customer business issues and work towards each customer’s stated goals.
- check_circle Manage customer feedback and product needs by providing feature requests to internal partner teams.
- check_circle Prioritize effectively to handle multiple deals at the same time and align internal resources with highest-impact goals.
- check_circle Utilize Generative AI, data analysis tools, and workflow automation to draft communications, parse customer usage metrics, synchronize CRM data, and update weekly forecasts.
Prerequisites & Qualifications
- check Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales.
- check Fluency in French AND Spanish or Portuguese.
- 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 Expertise in SaaS retention and sales process and 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.