Cloudflare
Customer Experience Manager
Hybrid +1 · Manager · Full-time · Posted Jun 8, 2026
- Location
- Hybrid
Austin, TX, United States - Experience
- Minimum 3 years in a Customer Success/Account Management role or Inside or Field sales; 2+ years of industry experience.
- Education
- Bachelor's degree and/or other professional qualifications.
- Visa sponsorship
- Offers may be conditioned on authorization to receive technology controlled under U.S. export laws without sponsorship for an export license.
About the job
Manages the post-sale customer journey, renewals, retention, and account growth while using AI and data analysis to improve customer outcomes and operational efficiency.
What you'll do
- Manage customer lifecycle activities, build success plans, and lead customer business and renewal reviews.
- Own renewal negotiations, retention and growth of an existing customer portfolio, and accurate weekly forecasts with Sales.
- Coordinate with internal teams to resolve customer issues, relay product feedback, and identify commercial opportunities.
What they ask for
- At least 3 years of experience in Customer Success, Account Management, or Inside or Field Sales.
- Strong understanding of SaaS retention and sales processes, and value-driven sales.
- Experience with project management, account portfolio planning, cloud implementation, and prioritization.
- Strong problem-solving skills and ability to manage multiple deals.
Nice to have
- At least 2 years of industry experience; cloud security and/or performance industry experience preferred.
- Knowledge of computer networking and network security is a plus.
Tools
LLMs, CRM
AI focus
Use generative AI to draft renewal communications and synthesize review data; apply AI analytics to identify upsell and cross-sell opportunities; build workflow automations for CRM synchronization, forecasts, and lifecycle alerts.
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