Customer Experience Manager
Hybrid
Posted 10d ago
Job Location
Hybrid
Remote Work Policy
On-site
Categories
Applied AI Engineer
About the job
The Customer Experience Manager will lead the post-sale customer journey, overseeing everything from onboarding to long-term retention and contract renewals. In this role, you will act as a trusted advisor and commercial owner for accounts, building strategic relationships with stakeholders to clearly articulate return on investment and business value. You will collaborate closely with the Sales team to maintain accurate weekly forecasts and lead critical engagements such as Executive Business Reviews. A key aspect of this role involves embedding AI-driven optimization into daily workflows, utilizing advanced data analysis to identify selling opportunities and automating routine tasks to accelerate customer outcomes and maximize operational efficiency.
Responsibilities
- Manage customer engagement throughout the entire lifecycle, from onboarding to renewal.
- Serve as a trusted advisor to customers.
- Collaborate with account teams to develop and execute long-term success plans for major customers, facilitating retention and growth through product adoption and new business unit expansion.
- Maintain a deep understanding of solutions and present relevant features and functionality to customers based on their specific business needs.
- Own or actively participate in customer touchpoints including Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a proven track record of successful Executive Business Review planning and execution.
- Demonstrate how customer engagement directly contributes to revenue growth and adoption of Cloudflare solutions and services.
- Act as the commercial owner and driver of renewals, maintaining and reporting an accurate weekly forecast.
- Be responsible for the retention and growth of your book of business, maximizing renewal value.
- Negotiate and execute renewal contracts aligned with customer objectives.
- Analyze data and utilize tools to identify selling opportunities and business value.
- Drive strong alignment with the Sales team, contributing to team forecasting, planning, and targets.
- Develop and maintain long-term relationships with stakeholders within your account portfolio.
- Work cross-functionally with Product, Engineering, Support, Marketing, and other teams to resolve customer business issues and achieve customer goals.
- Manage customer feedback and product needs by relaying feature requests to internal partner teams.
- Prioritize effectively to manage multiple deals concurrently.
- Utilize LLMs to draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
- Leverage AI analytics tools to parse customer usage metrics and identify up-sell or cross-sell opportunities.
- Build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
- Apply AI problem-solving skills to address challenges and keep the Internet moving forward.
Requirements
- Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales.
- 2+ years of industry experience, preferably in cloud security and/or performance industries.
- 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 as a plus.
- Experience with project management, account portfolio planning, cloud implementation, and prioritization.