AI-Driven Customer Success & Renewal Manager

AI Chopping Block; Austin, Northern (TX, KY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

Cloudflare in Austin is seeking a Customer Experience Manager to lead the post-sale journey, driving onboarding, retention and renewals while articulating ROI to stakeholders. You will collaborate with the Sales team to maintain accurate forecasts and embed AI-driven optimization into daily workflows.

The role requires 3+ years in Customer Success or related sales roles, a strong understanding of cloud security, and a Bachelor's degree.

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.

Responsibilities

• Manage customer engagement across the entire customer 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 customer’s 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

SaaS sales

Problem solving

Cross-functional collaboration

Forecasting

Negotiation

Education

Bachelor’s degree

Tools

CRM software

AI analytics tools

Job description

Cloudflare in Austin is seeking a Customer Experience Manager to lead the post-sale journey, driving onboarding, retention and renewals while articulating ROI to stakeholders. You will collaborate with the Sales team to maintain accurate forecasts and embed AI-driven optimization into daily workflows.

The role requires 3+ years in Customer Success or related sales roles, a strong understanding of cloud security, and a Bachelor's degree.