Manager, Customer Experience and Renewals

Customer SupportHybridposted 11d ago

About Us

At Cloudflare, we are on a mission to help build a better Internet. Today the company runs one of the world’s largest networks that powers millions of websites and other Internet properties for customers ranging from individual bloggers to SMBs to Fortune 500 companies. Cloudflare protects and accelerates any Internet application online without adding hardware, installing software, or changing a line of code. Internet properties powered by Cloudflare all have web traffic routed through its intelligent global network, which gets smarter with every request. As a result, they see significant improvement in performance and a decrease in spam and other attacks. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.

At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re looking for the builders who see the cracks in the Internet that everyone else has simply learned to live with. We value candidates who have the instinct to spot a "normalized" problem and the AI-native curiosity to create a solution using the latest tools. Our culture is built on iteration, leveraging AI to ship faster today to make it better tomorrow, while ensuring that every improvement, no matter how small, is shared across the team to lift everyone up. If you’re the type of person who values curiosity over bureaucracy, and that AI is a partner in solving tough problems to keep the Internet moving forward, you’ll fit right in.

Available Locations

New York, NY
Washington DC

About the Role

The Manager, Customer Experience is a strategic people leader responsible for building, coaching, and scaling a high-performing team of Customer Experience Managers (CXMs). In this role, you will empower your team to lead the post-sale journey, from onboarding to long-term retention and expansion. You will serve as a mentor and escalation point, guiding your team in building strategic stakeholder relationships and articulating business value. You will lead the operational strategy for your region, ensuring accurate forecasting and driving team-wide adoption of AI-driven workflows to automate routine tasks and uncover growth opportunities. Your focus is on developing talent, optimizing the customer journey, and scaling our CX organization to accelerate customer outcomes and maximize operational efficiency.

Responsibilities

Team Leadership & Career Development

Directly manage and coach a team of CXMs, fostering a culture of high performance, accountability, and continuous learning.
Drive career development initiatives, including regular 1:1s, performance reviews, and skill-gap analysis to prepare team members for growth.

Operational Strategy & Performance Management

Oversee regional forecasting and pipeline hygiene in Salesforce, ensuring accurate reporting to leadership.
Establish and optimize operational workflows, including the integration of AI tools for account quoting and automated lifecycle alerts.

Cross-Functional Alignment & Escalation

Act as the ultimate point of escalation for complex commercial negotiations, legal redlines, and commercial business issues.
Maintain strong alignment with Sales, Product, and Support leadership to resolve friction points in the customer journey.

AI Competencies

Generative AI: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
Data Analysis: Proficiency in leveraging AI analytics tools to parse customer usage metrics and instantly highlight up-sell or cross-sell opportunities.
Workflow Automation: Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
AI Problem Solving: The instinct to view AI as a partner in solving tough problems to keep the Internet moving forward.

Desirable Skills, Knowledge, and Experience

Minimum of 5 years of experience in Customer Success and Renewals Sales, with at least 2 years in a direct people management role.
Proven track record of scaling teams and managing organizational transitions in a high-growth SaaS environment.
Expertise in SaaS retention strategies, commercial negotiations, and value-driven sales leadership.
Strong proficiency in coaching teams on AI competencies, including LLM utilization and automated workflow building.
Deep understanding of cloud security and networking industries; ability to translate technical concepts into business strategy.
Exceptional mentorship and leadership skills with a focus on empathy, transparency, and results.
Excellent problem solving skills with the ability to creatively achieve resolutions.

Compensation

Compensation may be adjusted depending on work location. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan.

For New York and DC based hires: Estimated annual salary of $158,000 - $218,000.

Equity

This role is eligible to participate in Cloudflare’s equity plan.

Benefits

Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.

Health & Welfare Benefits

Medical/Rx Insurance
Dental Insurance
Vision Insurance
Flexible Spending Accounts
Commuter Spending Accounts
Fertility & Family Forming Benefits
On-demand mental health support and Employee Assistance Program
Global Travel Medical Insurance

Financial Benefits

Short and Long Term Disability Insurance
Life & Accident Insurance
401(k) Retirement Savings Plan
Employee Stock Participation Plan

Time Off

Flexible paid time off covering vacation and sick leave
Leave programs, including parental, pregnancy health, medical, and bereavement leave

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re a highly ambitious, large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo: Since 2014, we've equipped more than 2,400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work, technology already used by Cloudflare’s enterprise customers--at no cost.

Athenian Project: In 2017, we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free, so that their constituents have access to election information and voter registration. Since the project, we've provided services to more than 425 local government election websites in 33 states.

1.1.1.1: We released 1.1.1.1 to help fix the foundation of the Internet by building a faster, more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Here’s the deal - we don’t store client IP addresses never, ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something you’d like to be a part of? We’d love to hear from you!

Please note that applicants who progress to the offer stage of the interview process may be asked to attend an in-person interview within one of the Cloudflare Offices or Cloudflare Hubs. More details about this will be available at that stage of the interview process.

This position may require access to information protected under U.S. export control laws, including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their, or any other person's, perceived or actual race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, national origin, ancestry, citizenship, age, physical or mental disability, medical condition, family care status, or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include, but are not limited to, changing the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. If you require a reasonable accommodation to apply for a job, please contact us via e-mail at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.