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Customer Experience Manager

CloudflareHybridCustomer Renewals
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Salary
Not listed
Job type
Full-time
Posted
8 Jun 2026
Status
Open · checked 7d ago

About this role

Role Overview

The Customer Experience Manager at Cloudflare leads the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals. This hybrid role is based in Austin, US, and suits a professional with a background in customer success, account management, or sales who wants to drive business value using modern tools.

Key Responsibilities

Manage customer engagement across the entire customer lifecycle, spanning from initial onboarding through to contract renewal.
Act as a trusted advisor to major customers, planning and executing long-term success plans to facilitate retention and growth.
Lead critical touchpoints such as Business Value Justification meetings, Business Reviews, and Executive Business Reviews.
Own the commercial drivers of renewal, maintaining an accurate weekly forecast and maximizing renewal value for a portfolio of existing customers.
Negotiate and execute renewal contracts that align with customer objectives and drive adoption of Cloudflare solutions.
Collaborate cross-functionally with Product, Engineering, Support, and Marketing teams to resolve customer business issues and relay product feature requests.
Leverage AI-driven optimization in daily workflows, using generative AI for drafting communications and data analysis tools to uncover up-sell opportunities.

Requirements

Minimum of 3 years of experience working in a Customer Success, Account Management, Inside Sales, or Field Sales role.
Bachelor's degree and/or other professional qualifications.
Strong understanding of, or a willingness to learn about, computer networking and how the internet works, with network security considered a plus.
Experience with project management, account portfolio planning, cloud implementation, and task prioritization.
Expertise in SaaS retention, sales processes, and value-driven sales methodologies.
Strong problem-solving skills with the ability to creatively achieve resolutions.

Nice to Have

2+ years of industry experience, with specific background in cloud security and/or performance industries preferred.

Skills and Tools

Generative AI and Large Language Models for drafting renewal communications, synthesizing review data, and preparing executive summaries.
AI analytics tools for parsing customer usage metrics and spotting up-sell or cross-sell opportunities.
Workflow automation tools to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
Value-driven sales processes and SaaS retention strategies.

Salary and Benefits

Estimated annual salary range includes on-target incentive compensation attainable under the Sales Compensation Plan, with adjustments based on work location.
Eligibility to participate in Cloudflare’s equity plan.
Comprehensive package of benefits and programs to support employees and their families, including flexible paid time off for vacation and sick leave.
Programs designed to help pay health care expenses, support caregiving, and build capital for the future.

About the Company

Cloudflare operates a large global network powering millions of internet properties, ranging from individual bloggers to Fortune 500 companies, while protecting and accelerating internet applications without adding hardware or software. Recognized for its workplace culture and innovation, the company also leads impactful initiatives like Project Galileo, the Athenian Project, and the privacy-centric 1.1.1.1 public DNS resolver to protect the free and open internet.

How to Apply

To apply for this position, please visit the official Cloudflare careers page and submit your application online.

Questions candidates ask

What is the primary focus of the Customer Experience Manager?

The primary focus is leading the post-sale customer journey, which includes managing onboarding, driving long-term retention, building strategic stakeholder relationships, and owning contract renewals.

What experience is required for this role?

Candidates must have a minimum of 3 years of experience in Customer Success, Account Management, Inside Sales, or Field Sales.

Where is this position located?

This position is available in Austin, US, and operates as a hybrid role.

What AI competencies are needed for the job?

The role requires mastery of generative AI for drafting communications and summaries, proficiency in AI data analytics for finding up-sell opportunities, and the ability to build workflow automations for CRM and forecasting tasks.

What benefits does Cloudflare provide?

Cloudflare offers flexible paid time off covering vacation and sick leave, health care expense support, caregiving support, future capital-building programs, and eligibility to participate in the company equity plan.

Ready to apply?

The application is on the official Cloudflare careers page.

Apply on company site