Strategic Customer Experience Leader — AI & Renewals

Cloudflare; Austin (TX); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Benefits package

Job summary

Cloudflare is hiring a Customer Experience Manager in Austin to lead the post-sale journey from onboarding to renewal. You will build strategic relationships, articulate ROI, forecast with the Sales team, and embed AI-driven optimization to uncover opportunities and automate workflows for improved outcomes.

The role requires 3+ years in CS/AM or sales, and familiarity with cloud security. You will negotiate renewals, collaborate across Product, Engineering and Support, and contribute to overall

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.
• Strong understanding of or willingness to learn about computer networking and “how the internet works,” with network security a plus.
• Experience with project management, account portfolio planning, cloud implementation and prioritization.
• Expertise in SaaS retention and sales process and excellent knowledge of value driven sales.
• Excellent problem solving skills with the ability to creatively achieve resolutions.

Responsibilities

• Customer Lifecycle & Success: Manage customer engagement across onboarding through renewal.
• Be a Trusted Advisor to customers and collaborate with account teams on long-term Success Plans.
• Own renewal contracts, maintain forecasts, and drive renewal value.
• Demonstrate how engagement relates to revenue growth and adoption of Cloudflare solutions.
• Work cross-functionally with Product, Engineering, Support, Marketing to resolve issues and align on goals.
• Develop relationships with stakeholders and lead Executive Business Reviews.

Skills

Customer Success

Account Management

SaaS sales

Data analysis

AI awareness

Renewals negotiations

Education

Bachelor's degree

Tools

CRM (Salesforce)

AI analytics tools

Workflow automation tools

Job description

Cloudflare is hiring a Customer Experience Manager in Austin to lead the post-sale journey from onboarding to renewal. You will build strategic relationships, articulate ROI, forecast with the Sales team, and embed AI-driven optimization to uncover opportunities and automate workflows for improved outcomes.

The role requires 3+ years in CS/AM or sales, and familiarity with cloud security. You will negotiate renewals, collaborate across Product, Engineering and Support, and contribute to overall