AI-Driven Customer Experience Leader — Renewals & Growth

CloudFlare; San Francisco (CA); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Equity plan

Flexible PTO

Job summary

Cloudflare is seeking a Customer Experience Manager in Austin, TX to lead the post-sale customer journey from onboarding through renewal. You will build strategic relationships with stakeholders, collaborate with Sales on forecasts, and embed AI-driven optimization into daily workflows to uncover opportunities and accelerate outcomes.

You will partner with Product, Engineering, Support, Marketing, and other teams to resolve issues and drive customer value, including executive business reviews

Qualifications

• 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.
• Strong understanding of or willingness to learn about computer networking and how the internet works, with network security a plus.
• Experience with project management, account portfolio planning, cloud implementation and prioritization.
• 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

• Manage customer engagement across the entire lifecycle, from onboarding through renewal.
• Be a Trusted Advisor to your customers.
• 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 revenue growth and adoption of Cloudflare solutions and services.
• Act as the commercial owner and driver of renewal including maintaining and reporting an accurate weekly forecast.
• You are ultimately responsible for the retention and growth of your book of business, taking responsibility for owning and maximizing renewal value of a book of business of existing customers.
• Negotiate and execute renewal contracts in accordance with customer objectives.
• Analyze data and leverage tools to identify selling opportunities and business value.
• Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets.
• Develop and maintain long-term relationships with stakeholders in your account portfolio.
• Work cross-functionally with Product, Engineering, Support, Marketing and other teams to resolve customer business issues and work towards each customers stated goals.
• Manage customer feedback and product needs by providing feature requests to internal partner teams.
• Able to prioritize effectively to handle multiple deals at the same time.
• Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
• Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and instantly highlight up-sell or cross-sell opportunities.
• Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
• AI Problem Solving: The instinct to view AI as a partner in solving tough problems to keep the Internet moving forward.

Skills

Customer Success

Account Management

Inside Sales

Field Sales

Cloud security

SaaS retention

Networking basics

Value driven sales

Education

Bachelor's degree

Professional qualifications

Job description

Cloudflare is seeking a Customer Experience Manager in Austin, TX to lead the post-sale customer journey from onboarding through renewal. You will build strategic relationships with stakeholders, collaborate with Sales on forecasts, and embed AI-driven optimization into daily workflows to uncover opportunities and accelerate outcomes.

You will partner with Product, Engineering, Support, Marketing, and other teams to resolve issues and drive customer value, including executive business reviews