Head of Customer Experience & Renewals (AI-Driven Growth)

Cloudflare; United Kingdom; Hybrid; GBP 140,000 - 180,000; Full time

Benefits offered by this job

Competitive pay package

Maternity & paternity leave

Employee benefits including healthcare

Commuter program

Wellbeing programs

Job summary

Cloudflare is seeking a strategic Manager, Customer Experience to lead and scale a high-performing team of Customer Experience Managers. You will empower your team to own the post-sale journey from onboarding to retention and expansion, serving as a mentor and escalation point for strategic stakeholder relationships.

You will guide the regional operational strategy, forecast accuracy, and adoption of AI-driven workflows to automate tasks and uncover growth opportunities, while developing talent

Qualifications

• Minimum of 5 years of experience in Customer Success and Renewals Sales with at least 2 years in a direct people-management role.
• Proven track record of scaling teams in a high-growth SaaS environment.
• Deep understanding of cloud security and networking industries; translate technical concepts into business strategy.
• Strong proficiency in coaching teams on AI competencies, including LLM utilization and automated workflow building.

Responsibilities

• Lead and coach a team of Customer Experience Managers.
• Forecasting and pipeline hygiene in Salesforce.
• Drive regional operational strategy and adoption of AI-driven workflows.
• Mentor, develop, and conduct 1:1s and performance reviews.
• Align with Sales, Product, and Support leadership to resolve friction points.

Skills

AI problem solving

Data analysis

Generative AI

Workflow automation

Customer success

Renewals sales

SaaS retention

Cloud security

Leadership coaching

Mentorship

Stakeholder management

Executive communication

Tools

Salesforce

Job description

Cloudflare is seeking a strategic Manager, Customer Experience to lead and scale a high-performing team of Customer Experience Managers. You will empower your team to own the post-sale journey from onboarding to retention and expansion, serving as a mentor and escalation point for strategic stakeholder relationships.

You will guide the regional operational strategy, forecast accuracy, and adoption of AI-driven workflows to automate tasks and uncover growth opportunities, while developing talent