Customer Experience & Renewals Manager

Cloudflare; United States; On-site; USD 81,000 - 121,000; Full time

Job summary

Cloudflare in London is seeking a Customer Experience Manager to guide the post-sale journey from onboarding through renewal. You will act as a trusted advisor, manage strategic relationships, and drive renewals with upsell opportunities while minimizing churn.

You will partner with Sales and cross-functional teams to forecast, align on business value, and embed AI-driven optimization into daily workflows to accelerate outcomes and efficiency.

Qualifications

• Experience in driving renewals and upsell opportunities.
• Strong customer-facing communication and advisory skills.
• Ability to analyze customer data to identify value drivers.
• Proven track record of cross-functional collaboration.

Responsibilities

• Lead the post-sale customer journey from onboarding to renewal.
• Build strategic relationships and articulate ROI.
• Collaborate with Sales to forecast and close renewals.
• Embed AI-driven optimization into daily workflows.
• Negotiate renewal contracts and report on forecasts.
• Coordinate with Product, Engineering, Support, Marketing to resolve issues.

Skills

Customer success

Renewals

Cross-functional collaboration

Negotiation

Data analysis

AI literacy

Job description

Cloudflare in London is seeking a Customer Experience Manager to guide the post-sale journey from onboarding through renewal. You will act as a trusted advisor, manage strategic relationships, and drive renewals with upsell opportunities while minimizing churn.

You will partner with Sales and cross-functional teams to forecast, align on business value, and embed AI-driven optimization into daily workflows to accelerate outcomes and efficiency.