AI-Driven Renewal & Customer Experience Lead

Cloudflare; Greater London; On-site; GBP 42,000 - 58,000; Full time

Job summary

Cloudflare is seeking a Customer Experience Manager to lead the post-sale journey, from onboarding to renewal, acting as a trusted advisor and 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 with the Sales team to maintain accurate weekly forecasts and contribute to engagements like Executive Business

Qualifications

• Minimum 3 years in a Customer Success/Account Management role or sales.
• Fluency in Russian.
• 2+ years in cloud security or performance industries preferred.
• Bachelor's degree or equivalent professional qualifications.
• Direct experience in commercial sales, negotiation and deal closure.
• Strong understanding of networking and security concepts.

Responsibilities

• Manage onboarding through renewal across the customer lifecycle.
• Be a trusted advisor and commercial owner of the account.
• Build strategic relationships with stakeholders to articulate ROI and value.
• Collaborate with Sales to maintain accurate weekly forecasts.
• Embed AI-driven optimization into daily workflows to improve outcomes.

Skills

Russian fluency

Customer Success

SaaS retention

Negotiation

Education

Bachelor's degree

Tools

CRM systems

Job description

Cloudflare is seeking a Customer Experience Manager to lead the post-sale journey, from onboarding to renewal, acting as a trusted advisor and 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 with the Sales team to maintain accurate weekly forecasts and contribute to engagements like Executive Business