Head of CX & Renewals Strategy (AI-Driven)

Cloudflare; Washington; On-site; USD 158,000 - 219,000; Full time

Benefits offered by this job

Health Insurance

401(k) Plan

Equity

Job summary

Cloudflare is seeking a Manager, Customer Experience to lead a high-performing CXM team, guiding the post-sale journey from onboarding to retention and expansion. You will mentor and escalate, build strategic stakeholder relationships, and drive AI-driven workflows to automate tasks and unlock growth opportunities.

Focus is on developing talent and optimizing the customer journey. You will partner with Sales, Product, and Support leadership to resolve friction, forecast accurately, and scale the

Qualifications

• Minimum of 5 years of experience in Customer Success and Renewals Sales, with at least 2 years in a direct people management role.
• Proven track record of scaling teams and managing organizational transitions in a high-growth SaaS environment.
• Expertise in SaaS retention strategies, commercial negotiations, and value-driven sales leadership.
• Strong proficiency in coaching teams on AI competencies, including LLM utilization and automated workflow building.
• Deep understanding of cloud security and networking industries; ability to translate technical concepts into business strategy.
• Exceptional mentorship and leadership skills with empathy, transparency, and results.
• Excellent problem solving skills with the ability to creatively achieve resolutions.

Responsibilities

• Directly manage and coach a team of CXMs, fostering a culture of high performance, accountability, and continuous learning.
• Drive career development initiatives, including regular 1:1s, performance reviews, and skill-gap analysis to prepare team members for growth.
• Oversee regional forecasting and pipeline hygiene in Salesforce, ensuring accurate reporting to leadership.
• Establish and optimize operational workflows, including the integration of AI tools for account quoting and automated lifecycle alerts.
• Act as the ultimate point of escalation for complex commercial negotiations, legal redlines, and commercial business issues.
• Maintain strong alignment with Sales, Product, and Support leadership to resolve friction points in the customer journey.
• 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

Renewals Sales

People Management

SaaS

AI capabilities

Cloud Security

Leadership

Tools

Salesforce

Job description

Cloudflare is seeking a Manager, Customer Experience to lead a high-performing CXM team, guiding the post-sale journey from onboarding to retention and expansion. You will mentor and escalate, build strategic stakeholder relationships, and drive AI-driven workflows to automate tasks and unlock growth opportunities.

Focus is on developing talent and optimizing the customer journey. You will partner with Sales, Product, and Support leadership to resolve friction, forecast accurately, and scale the