AI-Driven Renewal & CX Manager

WinsAbove; Greater London; Hybrid; GBP 42,000 - 58,000; Full time

Job summary

Cloudflare is seeking a Customer Experience Manager to lead the post-sale journey, from onboarding through renewal, and to act as a trusted business advisor for strategic accounts.

You will partner with Sales to forecast, drive renewals, and identify upsell opportunities, leveraging AI tools to maximize customer outcomes and operational efficiency. This role emphasizes data-driven decision making and cross-functional collaboration.

Qualifications

• Fluency in English and Dutch or Swedish (written and spoken).
• Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales.
• 2+ years of industry experience, with experience in cloud security and/or performance industries preferred.
• Bachelor's degree and/or other professional qualifications.
• Direct experience in commercial sales, negotiation, and deal closure.
• Strong understanding of or willingness to learn about computer networking and how the internet works, with network security a plus.
• Ability to manage and prioritize competing portfolio demands, aligning internal resources with high-impact goals.
• Expertise in SaaS retention and sales process; strong value-driven selling knowledge.
• Excellent problem solving skills with the ability to creatively resolve issues.

Responsibilities

• Lead the post-sale customer journey, from onboarding to renewal.
• Act as trusted advisor and commercial owner of the account; articulate ROI and business value.
• Collaborate with Sales to maintain weekly forecasts and support Executive Business Reviews.
• Embed AI-driven optimization into daily workflows to uncover upsell opportunities.
• Develop long-term relationships with stakeholders and enable cross-functional alignment.
• Negotiate and execute renewal contracts, driving win-win outcomes for customers and Cloudflare.

Skills

Fluency in English and Dutch or Swedis

Customer Success

Account management

Negotiation

Deal closure

Networking basics

SaaS retention

Problem solving

Portfolio management

Education

Bachelor's degree

Job description

Cloudflare is seeking a Customer Experience Manager to lead the post-sale journey, from onboarding through renewal, and to act as a trusted business advisor for strategic accounts.

You will partner with Sales to forecast, drive renewals, and identify upsell opportunities, leveraging AI tools to maximize customer outcomes and operational efficiency. This role emphasizes data-driven decision making and cross-functional collaboration.