Customer Experience & Renewals Lead

Cloudflare; Greater London; Sur place; GBP 42 000 - 58 000; Plein temps

Résumé du poste

Cloudflare is seeking a Customer Experience Manager to lead the post-sale journey, from onboarding to renewal. You will act as a trusted advisor, manage strategic relationships, and collaborate with Sales to drive renewals and growth. The role emphasizes AI-enhanced workflows and data-driven decisions.

The position supports customers across Cloudflare’s global network, with a focus on retention, upsell opportunities, and minimizing churn. Strong negotiation and SaaS experience are essential.

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.
• 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.
• Manage and prioritize competing portfolio demands, aligning internal resources with the highest-impact commercial and retention goals.
• Expertise in SaaS retention and sales process and excellent knowledge of value driven sales.
• Excellent problem solving skills with the ability to creatively achieve resolutions.

Responsabilités

• Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.
• Be a Trusted Advisor to your customers by helping them adopt the Cloudflare products and services to meet their needs and make them successful
• 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.
• Maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.
• 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.
• Demonstrate how your customer engagement directly impacts revenue growth and adoption of Cloudflare solutions and services.

Formation

Bachelor's degree and/or other professional qualifications

Description du poste

Cloudflare is seeking a Customer Experience Manager to lead the post-sale journey, from onboarding to renewal. You will act as a trusted advisor, manage strategic relationships, and collaborate with Sales to drive renewals and growth. The role emphasizes AI-enhanced workflows and data-driven decisions.

The position supports customers across Cloudflare’s global network, with a focus on retention, upsell opportunities, and minimizing churn. Strong negotiation and SaaS experience are essential.