Customer Experience Manager

WinsAbove; Austin (TX); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Flexible paid time off

Health care

Caregiving support

Equity plan participation

Job summary

WinsAbove in Austin, TX, is seeking a Customer Experience Manager to lead the post-sale customer journey, from onboarding to long-term retention. This role requires strong management of customer relationships, engagement strategies, and collaboration with sales teams.

The ideal candidate has at least 3 years of experience in customer success or account management, with a deep understanding of customer needs and effective project management skills. A comprehensive benefits package and potential participation in an equity plan are included.

Qualifications

• Minimum 3 years in Customer Success/Account Management or Inside/Field sales.
• 2+ years relative industry experience, preferably in cloud security or performance.
• Strong understanding or willingness to learn about computer networking and internet security.

Responsibilities

• Manage customer engagement from onboarding through the entire lifecycle.
• Act as a trusted advisor and drive long-term success plans with large customers.
• Maintain deep understanding of solutions and present relevant features to customers.
• Participate in business value justification meetings and renewal meetings.
• Demonstrate impact on customer growth and adoption.

Skills

Customer Success

Account Management

Problem Solving

Project Management

SaaS Retention

Computer Networking

French

German

Education

Bachelor's degree or equivalent

Job description

Available Locations

Austin, TX

What You'll Do

The Customer Experience Manager leads the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals. Acting as both a trusted advisor and the commercial owner of the account, they build strategic relationships with stakeholders to clearly articulate ROI and business value. They collaborate tightly with the Sales team to maintain accurate weekly forecasts and lead critical engagements like Executive Business Reviews. They embed AI-driven optimization into their daily workflows—using advanced data analysis to uncover selling opportunities and automating routine tasks.

Key Responsibilities

• Manage customer engagement from onboarding through the entire lifecycle.


• Act as a trusted advisor and drive long-term success plans with large customers.


• Maintain deep understanding of solutions and present relevant features to customers.


• Participate in business value justification meetings, business reviews, and renewal meetings.


• Demonstrate impact on customer growth and adoption of Cloudflare solutions.


• Act as the commercial owner and driver of renewal, maintaining accurate weekly forecasts.


• Own and maximize renewal value of existing customers; negotiate and execute renewal contracts.


• Analyze data and leverage tools to identify selling opportunities and business value.


• Drive strong alignment with the Sales team, contributing to forecasting, planning, and targets.


• Develop and maintain long-term relationships with stakeholders.


• Work cross-functionally with Product, Engineering, Systems Reliability Engineering, Marketing, and others to resolve customer business issues.


• Manage customer feedback and provide feature requests to internal partner teams.


• Prioritize effectively to handle multiple deals simultaneously.


• Travel up to 50% for customer visits.


• Leverage generative AI to draft renewal communications, synthesize quarterly review data, and prepare executive summaries.


• Use AI analytics tools to parse customer usage metrics and highlight upsell or cross-sell opportunities.


• Build automations to synchronize CRM data, update forecasts, and trigger lifecycle alerts.


• Use AI as a partner in solving tough problems to advance the Internet.

Qualifications

• Minimum 3 years in Customer Success/Account Management or Inside/Field sales.


• 2+ years relative industry experience, preferably in cloud security or performance.


• Bachelor's degree or equivalent professional qualification.


• Strong understanding or willingness to learn about computer networking and internet security.


• Experience with project management, account portfolio planning, cloud implementation, and prioritization.


• Expertise in SaaS retention and sales process with value-driven sales knowledge.


• Excellent problem-solving skills.


• French or German language skills highly preferred.

Compensation & Benefits

• Estimated annual salary range includes on-target incentive compensation under the Sales Compensation Plan.


• Eligible to participate in Cloudflare’s equity plan.


• Comprehensive benefits package offering flexible paid time off, health care, caregiving support, and more.

Equal Opportunity Employer

Cloudflare is proud to be an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. Cloudflare is an AA/Veterans/Disabled Employer.