Customer Experience Manager

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

Posted 9/25/2026full-timeDubai • United Arab EmiratesMid-LevelSeniorWebsite

Tools & technologies

Cloud

Key responsibilities & impact

Lead the post-sale customer journey from onboarding through retention and contract renewals
Act as a trusted business advisor, helping customers adopt Cloudflare products and services
Build strategic stakeholder relationships and articulate ROI and business value
Plan and execute long-term Success Plans for large customers to drive retention and growth
Maintain deep knowledge of Cloudflare solutions and present relevant features to customers
Plan and execute Business Value Justification meetings, Business Reviews, Executive Business Reviews, and Renewal Meetings
Own and drive renewals, including accurate weekly forecasting
Negotiate and execute renewal contracts
Design renewals using deal construction and pricing strategy
Analyze customer data to identify upsell and cross-sell opportunities
Collaborate with Sales on forecasting, planning, and targets
Maintain long-term stakeholder relationships across the account portfolio
Work cross-functionally with Product, Engineering, Support, Marketing, and other teams to resolve customer issues
Provide product feedback and feature requests to internal partner teams
Use generative AI, analytics tools, and workflow automation to improve renewal communications, forecasts, lifecycle alerts, and operational efficiency

What you’ll need

Fluency in Arabic and French, written and spoken
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
Direct experience in commercial sales, negotiation, and deal closure
Strong understanding of or willingness to learn computer networking and how the internet works; network security is a plus
Ability to manage and prioritize competing portfolio demands
Expertise in SaaS retention and sales processes
Excellent knowledge of value-driven sales
Excellent problem-solving skills
Offer may be conditioned on authorization to receive software or technology controlled under U.S. export laws without sponsorship for an export license

Comp & perks

Opportunity to work at Cloudflare, a company building and protecting Internet infrastructure
Potential in-person interview at a Cloudflare office or hub for candidates progressing to the offer stage
Equal employment opportunity and diversity/inclusion commitment
Reasonable accommodations for qualified individuals with disabilities