Customer Experience Manager

Available Locations

• Austin, US

About the Role

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 a commercial owner of the account, you will build strategic relationships with stakeholders to clearly articulate ROI and business value. You will collaborate tightly with the Sales team to maintain accurate weekly forecasts and lead critical engagements like Executive Business Reviews. In addition, you will embed AI-driven optimization into your daily workflows—using advanced data analysis to uncover selling opportunities and automating routine tasks to accelerate customer outcomes and maximize operational efficiency.

Responsibilities

• Customer Lifecycle & Success

• Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.

• Be a Trusted Advisor to your customers.

• Work with your account teams to plan and execute long term Success Plans with our largest customers to facilitate retention and growth via product and new business unit expansion.

• Maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.

• Own or be an active participant in several customer touch points including: Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a track record of successful planning and execution of Executive Business Reviews.

• Demonstrate how your customer engagement directly revenue growth and adoption of Cloudflare solutions and services.

• Commercial & Renewals

• Act as the commercial owner and driver of renewal including maintaining and reporting an accurate weekly forecast.

• You are ultimately responsible for the retention and growth of your book of business, taking responsibility for owning and maximizing renewal value of a book of business of existing customers.

• Negotiate and execute renewal contracts in accordance with customer objectives.

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

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

• Cross-Functional & Operational Management

• Develop and maintain long-term relationships with stakeholders in your account portfolio.

• Work cross-functionally with Product, Engineering, Support,Marketing and other teams to resolve customer business issues and work towards each customer’s stated goals.

• Manage customer feedback and product needs by providing feature requests to internal partner teams.

• Able to prioritize effectively to handle multiple deals at the same time.

• AI Competencies

• 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.

Desirable Skills, Knowledge, and Experience

• 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.