Customer Experience Manager

Cloudflare

. Lead the post-sale customer journey from onboarding through long-term retention and contract renewals .

Posted 9/17/2026full-timeAustin • Texas • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success and Account Management, focusing on customer engagement, retention strategies, and value-driven sales. Proficient in utilizing AI analytics and automation tools to enhance customer relationships and drive revenue growth.

Highest-signal resume keywords

Customer Success ManagementSaaS Retention StrategiesAI Analytics ProficiencyCloud Security KnowledgeProject Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data AnalysisWorkflow AutomationAccount Portfolio PlanningCloud ImplementationValue-Driven Sales

Soft Skills

Problem-SolvingRelationship BuildingPrioritization

Tools & Technologies

CRM SynchronizationGenerative AILLM Proficiency

Certifications & Qualifications

Bachelor's DegreeProfessional Qualifications

Industry Keywords

Cloud SecurityPerformance IndustriesCustomer EngagementContract RenewalsBusiness Value Justification

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Lead the post-sale customer journey from onboarding through long-term retention and contract renewals
Build strategic stakeholder relationships and articulate ROI and business value
Collaborate with Sales to maintain accurate weekly forecasts
Lead Business Value Justification meetings, Business Reviews, Renewal Meetings, and Executive Business Reviews
Manage customer engagement across the entire lifecycle and act as a trusted advisor
Plan and execute long-term Success Plans for large customers to facilitate retention and growth through product and business-unit expansion
Maintain deep knowledge of Cloudflare solutions and present relevant features to customers
Demonstrate how customer engagement drives revenue growth and adoption of Cloudflare solutions and services
Own and drive renewals, maximize renewal value, and negotiate and execute renewal contracts
Analyze data to identify selling opportunities and business value
Align with Sales on forecasting, planning, and targets
Develop long-term relationships with account stakeholders
Work cross-functionally with Product, Engineering, Support, Marketing, and other teams to resolve customer issues and achieve customer goals
Manage customer feedback and submit feature requests to internal partner teams
Use LLMs to draft renewal communications, synthesize quarterly review data, and prepare executive summaries
Use AI analytics to identify up-sell and cross-sell opportunities
Build automations for CRM synchronization, weekly forecast updates, and lifecycle alerts
Apply AI-assisted problem solving to customer and operational challenges

Requirements

What you’ll need

Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales
2+ years of industry experience; experience in cloud security and/or performance industries preferred
Bachelor's degree and/or other professional qualifications
Strong understanding of or willingness to learn about computer networking and how the internet works; network security is a plus
Experience with project management, account portfolio planning, cloud implementation and prioritization
Expertise in SaaS retention and sales process and excellent knowledge of value-driven sales
Excellent problem-solving skills with the ability to creatively achieve resolutions
Ability to prioritize effectively and handle multiple deals simultaneously
Generative AI and LLM proficiency
AI analytics and data analysis proficiency
Ability to build workflow automations
Authorization to receive software or technology controlled under U.S. export laws without sponsorship for an export license may be required

Benefits

Comp & perks

Equal employment opportunity and diversity/inclusiveness commitment
Reasonable accommodations for qualified individuals with disabilities
In-person interview may be conducted at a Cloudflare office or hub for candidates reaching the offer stage