AI-Driven Customer Experience & Renewals Lead

Cloudflare

Lisboa

On-site

EUR 50,000 - 69,000

Full time

3 days ago

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Job summary

Cloudflare is seeking a Customer Experience Manager in Lisbon to lead the post-sale journey from onboarding to renewal, building strategic relationships and driving renewals with upsell potential. You will collaborate with Sales to forecast and deliver Executive Business Reviews, while embedding AI-driven analytics to optimize customer outcomes and efficiency.

You will own renewal contracts, design value-based pricing strategies, and leverage data to identify opportunities across a growing book

Qualifications

Minimum of 3 years in a Customer Success/Account Management role or Inside or Field sales.
Fluency in Russian.
2+ years of industry experience, with cloud security and/or performance industries preferred.
Bachelor's degree 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; network security a plus.
Ability to prioritize competing portfolio demands and align internal resources with high-impact goals.
Expertise in SaaS retention and value-driven sales.
Excellent problem solving skills and creative resolution abilities.

Responsibilities

Lead the post-sale customer journey from onboarding to renewal, driving retention and revenue.
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 and accelerate outcomes.
Manage multiple deals, coordinate cross-functional teams, and ensure customer success plans are executed.