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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.
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.
About the Role
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 a 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. 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, planning and executing long term Success Plans with our largest customers.
- 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 participate in several customer touch points including Business Value Justification meetings, Business Reviews, and Renewal Meetings.
- check_circle Act as the commercial owner and driver of renewal, maintaining and reporting an accurate weekly forecast.
- check_circle Negotiate and execute renewal contracts in accordance with customer objectives.
- 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 Work cross-functionally with Product, Engineering, Support, Marketing and other teams to resolve customer business issues.
- check_circle Manage customer feedback and product needs by providing feature requests to internal partner teams.
- check_circle Leverage Generative AI, data analysis tools, and workflow automation to draft communications, parse usage metrics, and streamline CRM data.
Prerequisites & Qualifications
- 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 Strong understanding of or willingness to learn about computer networking and how the internet works, with network security a plus.
- check Experience with project management, account portfolio planning, cloud implementation and prioritization.
- 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.