Manager, Customer Experience and Renewals
$158k - $218k • Hybrid
Posted 10d ago
Job Location
Hybrid
Remote Work Policy
On-site
Categories
Applied AI Engineer
About the job
Cloudflare is seeking a strategic people leader to manage and scale a high-performing team of Customer Experience Managers (CXMs). This role focuses on empowering the team to guide customers through their post-sale journey, from onboarding to long-term retention and expansion. You will mentor your team, serve as an escalation point for complex issues, and lead the operational strategy for your region. A key aspect of this role involves driving the adoption of AI-driven workflows to automate tasks and identify growth opportunities, ultimately optimizing the customer journey and accelerating customer outcomes.
Responsibilities
- Directly manage and coach a team of CXMs, fostering a culture of high performance and continuous learning.
- Drive career development initiatives for team members, including performance reviews and skill-gap analysis.
- Oversee regional forecasting and pipeline hygiene in Salesforce, ensuring accurate reporting.
- Establish and optimize operational workflows, including the integration of AI tools for quoting and lifecycle alerts.
- Act as the primary escalation point for complex commercial negotiations, legal redlines, and business issues.
- Maintain strong alignment with Sales, Product, and Support leadership to resolve customer journey friction points.
- Utilize Generative AI (LLMs) for drafting renewal communications, synthesizing data, and preparing executive summaries.
- Leverage AI analytics tools to analyze customer usage metrics and identify up-sell/cross-sell opportunities.
- Build automations to synchronize CRM data, update forecasts, and trigger lifecycle alerts.
- Apply AI problem-solving skills to address challenges and keep the Internet moving forward.
Requirements
- Minimum of 5 years of experience in Customer Success and Renewals Sales.
- At least 2 years of direct people management experience.
- Proven track record of scaling teams and managing organizational transitions in a high-growth SaaS environment.
- Expertise in SaaS retention strategies, commercial negotiations, and value-driven sales leadership.
- Strong proficiency in coaching teams on AI competencies, including LLM utilization and automated workflow building.
- Deep understanding of cloud security and networking industries.
- Ability to translate technical concepts into business strategy.
- Exceptional mentorship and leadership skills with a focus on empathy, transparency, and results.
- Excellent problem-solving skills with the ability to creatively achieve resolutions.
Benefits
- On-target incentive compensation
- Equity in Cloudflare's equity plan
- Complete package of benefits and programs to support employees and their families
- Health care expense payment support
- Caregiving support
- Capital building for the future