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Senior Customer Experience Manager - German Speaking

CloudflareHybridCustomer Renewals
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Salary
€61K - €84K EUR
Job type
Full-time
Posted
20 Feb 2025
Status
Open · checked 7d ago

About this role

Role Overview

The Senior Customer Experience Manager - German Speaking is a hybrid position based in Lisbon, Portugal, within Cloudflare's Customer Renewals department. This role suits a commercially driven professional with a background in customer success, account management, or sales who wants to lead the post-sale journey and secure contract renewals.

Key Responsibilities

Manage customer engagement across the entire lifecycle, from onboarding to retention and contract renewals.
Act as a trusted advisor to help customers adopt Cloudflare products and services to fulfill their specific needs.
Plan and execute long-term success plans with large accounts to facilitate retention and expansion.
Lead customer touchpoints, including Business Value Justification meetings, Executive Business Reviews, and Renewal Meetings.
Own and drive the renewal process, including maintaining and reporting accurate weekly forecasts.
Negotiate and execute renewal contracts, design deals for mutual success, and apply pricing strategies.
Work cross-functionally with Product, Engineering, Support, and Marketing teams to resolve customer business issues and gather feature requests.
Use generative AI large language models to draft renewal communications and synthesize quarterly review data.
Leverage AI analytics tools to parse customer usage metrics and identify up-sell or cross-sell opportunities.
Build workflow automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.

Requirements

Minimum of 3 years of experience in a Customer Success, Account Management, Inside Sales, or Field Sales role.
Fluency in German.
2+ years of industry experience, preferably within cloud security or performance industries.
Bachelor's degree and/or other professional qualifications.
Direct experience in commercial sales, negotiation, and deal closure.
Strong understanding of or willingness to learn about computer networking, how the internet works, and network security.
Ability to manage and prioritize competing portfolio demands.
Expertise in SaaS retention and sales processes with knowledge of value-driven sales.

Skills and Tools

Customer Success and Account Management
SaaS Retention and Commercial Sales
Negotiation and Deal Construction
Generative AI and LLMs for communication drafting
AI Analytics and Data Analysis tools
CRM Data Synchronization and Workflow Automation
Computer Networking and Security Knowledge

Salary and Benefits

Estimated annual salary ranging between €61,000 and €84,000 for Portugal-based hires, which includes on-target incentive compensation under the Sales Compensation Plan.
Eligible to participate in Cloudflare’s equity plan.

About the Company

Cloudflare runs a large global network that powers millions of internet properties, protecting and accelerating applications without hardware or software changes. Named to Entrepreneur Magazine’s Top Company Cultures list and recognized as one of the World’s Most Innovative Companies by Fast Company, Cloudflare focuses on building a better internet. The company champions initiatives like Project Galileo and the Athenian Project to protect vulnerable public-interest and government websites, alongside operating privacy-centric public DNS resolvers like 1.1.1.1.

How to Apply

Please submit your application directly on the official company careers page.

Questions candidates ask

Where is this job located?

This position is a hybrid role located in Lisbon, Portugal.

What language skills are required for this role?

Candidates must have fluency in German.

How much experience is required to apply?

Applicants need a minimum of 3 years of experience in Customer Success, Account Management, Inside Sales, or Field Sales, along with 2+ years of industry experience preferably in cloud security or performance.

What is the salary range for this position?

For Portugal-based hires, the estimated annual salary is between €61,000 and €84,000, which includes on-target incentive compensation under the Sales Compensation Plan.

Are there equity opportunities with this job?

Yes, this role is eligible to participate in Cloudflare’s equity plan.

Ready to apply?

The application is on the official Cloudflare careers page.

Apply on company site