Renewals & CX Manager (AI-Driven)

Cloudflare; Lisboa; On-site; EUR 50,000 - 69,000; Full time

Benefits offered by this job

Equity plan

Job summary

Cloudflare is seeking a Customer Experience Manager to oversee the post‑sale journey from onboarding to renewal at our offices in Lisbon or support hybrid arrangements. You will act as a trusted advisor, manage renewals, and partner with Sales to forecast and optimize outcomes while driving AI‑driven process improvements to boost retention and revenue.

The role requires 3+ years in CS/AM or related sales, strong negotiation skills, and solid understanding of cloud security concepts.

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.
• 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.

Responsibilities

• Lead post‑sale customer journey from onboarding to renewal and retention.
• Act as trusted advisor and commercial owner of accounts, articulating ROI and business value.
• Build strategic relationships with stakeholders to drive renewals, upsells, and minimize churn.
• Collaborate with Sales to maintain accurate weekly forecasts and participate in Executive Business Reviews.
• Embed AI‑driven optimization into daily workflows to uncover selling opportunities and automate tasks.

Skills

English fluency

Dutch or Swedish

CS/AM experience

Commercial sales experience

Negotiation skills

Networking basics

Education

Bachelor's degree

Job description

Cloudflare is seeking a Customer Experience Manager to oversee the post‑sale journey from onboarding to renewal at our offices in Lisbon or support hybrid arrangements. You will act as a trusted advisor, manage renewals, and partner with Sales to forecast and optimize outcomes while driving AI‑driven process improvements to boost retention and revenue.

The role requires 3+ years in CS/AM or related sales, strong negotiation skills, and solid understanding of cloud security concepts.