AI-Driven Customer Experience & Renewals Manager

CloudFlare; New York, Washington (NY, District of Columbia); Hybrid; USD 158,000 - 218,000; Full time

Benefits offered by this job

Equity plan

Health benefits

Flexible PTO

Job summary

Cloudflare is seeking a Manager, Customer Experience and Renewals to lead a high-performing CXM team in a hybrid New York/DC based role. You will guide post-sale journeys from onboarding to retention, mentor team members, and drive AI-enabled workflows to automate tasks and uncover growth opportunities.

You’ll partner with Sales, Product, and Support to streamline the customer journey. The role emphasizes talent development, strategic stakeholder management, and scalable CX operations to

Qualifications

• Minimum of 5 years in Customer Experience and Renewals Sales.
• 2+ years in direct people management.
• Experience scaling SaaS teams and managing organizational transitions.

Responsibilities

• Directly manage and coach a team of CXMs, fostering high performance and learning.
• Drive career development initiatives including 1:1s and performance reviews.
• Oversee regional forecasting and pipeline hygiene in Salesforce.
• Establish and optimize operational workflows with AI tools for lifecycle alerts.
• Act as escalation point for complex negotiations and issues.
• Maintain alignment with Sales, Product, and Support to resolve friction points.
• Mastery of LLMs to draft renewal communications and executive summaries.
• Leverage AI analytics to highlight upsell/cross-sell opportunities.
• Build automations to synchronize CRM data and update forecasts.

Skills

People management

Forecasting

AI proficiency

Negotiation

Customer success

SaaS knowledge

Tools

Salesforce

AI tools

Job description

Cloudflare is seeking a Manager, Customer Experience and Renewals to lead a high-performing CXM team in a hybrid New York/DC based role. You will guide post-sale journeys from onboarding to retention, mentor team members, and drive AI-enabled workflows to automate tasks and uncover growth opportunities.

You’ll partner with Sales, Product, and Support to streamline the customer journey. The role emphasizes talent development, strategic stakeholder management, and scalable CX operations to