Customer Experience Manager

What you'll do

• Manage the full customer lifecycle from initial onboarding through long-term retention and contract renewals.
• Act as a trusted advisor to help customers adopt Cloudflare products to meet specific business needs.
• Own the commercial success of your book of business by negotiating contracts and designing pricing strategies.
• Conduct Executive Business Reviews and other key meetings to demonstrate product value and ROI.
• Analyze customer usage data to identify and pursue upsell and cross-sell opportunities.
• Maintain accurate weekly forecasts and align with the sales team on growth targets.
• Use generative AI and automation tools to streamline workflows, draft communications, and analyze metrics.
• Collaborate across internal teams like Product and Engineering to resolve technical issues and fulfill feature requests.

What we're looking for

• Minimum of 3 years of experience in a Customer Success, Account Management, Inside sales, or Field sales role.
• Bachelor's degree and/or other professional qualifications.
• Direct experience in commercial sales, negotiation, and deal closure.
• Expertise in SaaS retention, sales processes, and value-driven sales.
• Strong understanding of computer networking and how the internet works (network security is a plus).
• Ability to manage and prioritize competing portfolio demands while aligning internal resources with commercial goals.
• Proficiency in using AI for content creation, data analysis, and workflow automation.
• Export control laws, including the U.S. Export Administration Regulations.