Customer Experience Manager
Hybrid
Posted 12h ago
Job Location
Hybrid
Tech Stack
Remote Work Policy
On-site
Categories
Applied AI Engineer
About the job
Cloudflare is seeking a Customer Experience Manager to lead the post-sale customer journey, focusing on onboarding, long-term retention, and contract renewals. In this role, you will act as a trusted business advisor and commercial owner, building strategic relationships with stakeholders to articulate ROI and business value, ultimately closing renewals with maximized upsells and minimized churn. You will collaborate closely with the Sales team on accurate weekly forecasts and critical engagements like Executive Business Reviews. A key aspect of this role involves embedding AI-driven optimization into daily workflows, utilizing advanced data analysis to uncover selling opportunities and automating routine tasks to accelerate customer outcomes and enhance operational efficiency. We are looking for builders who are curious, proactive, and leverage AI as a partner in solving complex problems to advance the Internet.
Responsibilities
- Manage the entire customer lifecycle from onboarding through renewal.
- Serve as a trusted advisor, helping customers adopt Cloudflare products and services to meet their needs and ensure success.
- Develop and execute long-term success plans with key customers to facilitate retention and growth through product and new business unit expansion.
- Present relevant product features and functionality to customers based on their specific business needs.
- Lead or actively participate in customer touchpoints such as Business Value Justification meetings, Business Reviews, and Renewal Meetings.
- Demonstrate how customer engagement directly impacts revenue growth and adoption of Cloudflare solutions.
- Own and drive the retention and growth of your assigned book of business, including maintaining and reporting accurate weekly forecasts.
- Negotiate and execute renewal contracts aligned with customer objectives.
- Design renewals to create win-win scenarios for both customers and Cloudflare, leveraging expertise in deal construction and pricing strategy.
- 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.
- Collaborate 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 Generative AI (LLMs) to draft renewal communications, synthesize 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 streamline workflows.
Requirements
- Experience managing customer lifecycles, including onboarding, retention, and renewals.
- Proven ability to build strategic relationships and act as a trusted advisor.
- Experience articulating ROI and business value to stakeholders.
- Proficiency in forecasting and contributing to sales targets.
- Experience with deal construction and pricing strategy.
- Ability to analyze data and identify business opportunities.
- Experience working cross-functionally with various internal teams.
- Mastery of LLMs for drafting communications, synthesizing data, and preparing summaries.
- Proficiency in AI analytics tools for parsing usage metrics and identifying opportunities.
- Ability to build automations for CRM synchronization and workflow optimization.