Manager, Customer Experience and Renewals

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Intern...

At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution ...

The Manager, Customer Experience is a strategic people leader responsible for building, coaching, and scaling a high-performing team of Customer Experience Managers (CXMs). In this role, you will empower your team to lead the post-sale journey, from onboarding to long-term retention and expansion. You will serve as ...

Team Leadership & Career Development
Directly manage and coach a team of CXMs, fostering a culture of high performance, accountability, and continuous learning.
Drive career development initiatives, including regular 1:1s, performance reviews, and skill-gap analysis to prepare team members for growth.

Operational Strategy & Performance Management
Oversee regional forecasting and pipeline hygiene in Salesforce, ensuring accurate reporting to leadership.
Establish and optimize operational workflows, including the integration of AI tools for account quoting and automated lifecycle alerts.

Cross-Functional Alignment & Escalation
Act as the ultimate point of escalation for complex commercial negotiations, legal redlines, and commercial business issues.
Maintain strong alignment with Sales, Product, and Support leadership to resolve friction points in the customer journey.

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.
Minimum of 5 years of experience in Customer Success and Renewals Sales, with at least 2 years in a direct people management role.
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.