Customer Experience Manager

About the role

Cloudflare is seeking a proactive manager to oversee the post-sale lifecycle for our customers, ranging from initial onboarding to long-term retention. You will act as a commercial lead and strategic advisor, utilizing AI tools to optimize workflows and drive account growth. In this capacity, you will own the strategic direction of key accounts, ensuring alignment between customer outcomes and business objectives. You will leverage your expertise to translate complex technical capabilities into clear business value for decision-makers. The role requires a disciplined approach to managing multiple lifecycles while maintaining a sharp focus on expansion and renewal. You will be expected to challenge the status quo and implement data-backed improvements to the customer journey. This position is critical for bridging the gap between Cloudflare's product suite and customer success. Your work will directly influence the long-term health and growth of the customer portfolio.

Key facts

What you'll do

• Manage the end-to-end customer journey, including onboarding, retention, and contract renewals.
• Serve as a trusted advisor to help customers adopt products that align with their business objectives.
• Execute long-term success plans to facilitate growth and expansion within your account portfolio.
• Lead business value justification meetings and executive business reviews.
• Negotiate renewal contracts and maintain accurate weekly sales forecasts.
• Collaborate with internal teams including Product, Engineering, and Marketing to address customer needs and feature requests.
• Use generative AI to draft communications and synthesize data for executive summaries.
• Implement workflow automations to manage CRM data and track lifecycle milestones.
• Analyze product usage data to identify health risks and opportunities for value realization.
• Develop and present executive-level reports that highlight trends, risks, and opportunities.
• Partner with Sales to identify new upsell and cross-sell initiatives within existing accounts.
• Drive the adoption of new features by creating educational content and training materials for customers.
• Coordinate with Customer Support to ensure technical issues are resolved efficiently and transparently.
• Maintain a repository of competitive insights to inform strategic account planning.

Requirements

• Minimum 3 years of experience in Customer Success, Account Management, or sales.
• Fluency in Russian.
• Bachelor degree or equivalent professional qualifications.
• Proven track record in commercial sales, deal construction, and contract negotiation.
• Ability to manage and prioritize multiple concurrent deals.
• Willingness to develop a strong understanding of computer networking and internet infrastructure.
• Demonstrated ability to work independently with minimal supervision.
• Strong written and verbal communication skills in English.
• Experience managing stakeholders at the executive level.
• Comfort with quotas and a results-driven mindset.
• Willingness to travel occasionally for in-person meetings.
• Eligibility to work in the country of the role location.
• Authorization to work in the country of the role location for the duration of the employment.
• Right to work in the country of the role location without sponsorship.
• Compliance with all employment eligibility verification requirements.

Nice to have

• 2+ years of industry experience in cloud security or performance sectors.

Skills & tools

• Proficiency in SaaS sales processes and value-driven selling.
• Mastery of LLMs for drafting and data synthesis.
• Ability to use AI analytics to identify up-sell and cross-sell opportunities.
• CRM management and automated forecasting.
• Experience with customer success platforms and analytics dashboards.
• Knowledge of sales force automation and pipeline management techniques.
• Familiarity with collaboration tools for remote and hybrid work environments.
• Understanding of security and performance concepts relevant to internet infrastructure.

Practical notes

• This role is eligible for participation in the company equity plan.
• Applicants reaching the offer stage may be required to attend an in-person interview at a Cloudflare office or hub.
• Employment may be subject to U.S. export control laws; offers may be conditioned on authorization to access controlled technology without sponsorship.
• Cloudflare is an equal opportunity employer and provides reasonable accommodations for candidates with disabilities upon request.