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Customer Experience Manager
Full-time
Cloudflare runs one of the world's largest networks, powering millions of Internet properties for customers from individual bloggers to Fortune 500 companies. This role can be based in Lisbon, Portugal or Dubai, UAE.
The Customer Experience Manager leads the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals. Acting as both a trusted business advisor and commercial owner of the account, you will build strategic stakeholder relationships, articulate ROI and business value, and close renewals while maximizing upsells and minimizing churn. You will also embed AI-driven optimization into your daily workflows to uncover selling opportunities and automate routine tasks.
Key Responsibilities
Manage customer engagement across the entire lifecycle, from onboarding through renewal.
Be a trusted advisor, helping customers adopt Cloudflare products and services to meet their needs.
Plan and execute long-term Success Plans with the largest customers to facilitate retention and growth via product and business unit expansion.
Maintain deep product understanding and present the most relevant features for each customer's business needs.
Own or participate in key touchpoints including Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a track record of executing Executive Business Reviews.
Demonstrate how customer engagement directly impacts revenue growth and adoption; collaborate with Sales to maintain accurate weekly forecasts.
