Manager, Customer Experience and Renewals

Cloudflare
New York, Washington
Workplace: HybridFull timeUSD 158,000 - 219,000 annuallyFunction: Customer Success & Account ManagementExperience: 5+ yearsSkills: ["Leadership","Coaching","Mentorship","Empathy","Problem solving"]

Lead and scale a regional Customer Experience team, coaching Customer Experience Managers from onboarding through long-term retention and expansion. Own operational strategy including accurate forecasting and Salesforce pipeline hygiene, while driving adoption of AI-driven workflows to automate renewals communications, lifecycle alerts, and executive summaries. Serve as an escalation point for complex commercial negotiations and partner with Sales, Product, and Support to improve the customer journey and maximize operational efficiency.

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FursaFursa
Cloudflare
Cloudflare
2 days ago

Manager, Customer Experience and Renewals

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Source: Company careers pageValidated by: Fursa AI
Last checked: 11 hours agoStatus: Live

Job Summary

Lead and scale a regional Customer Experience team, coaching Customer Experience Managers from onboarding through long-term retention and expansion. Own operational strategy including accurate forecasting and Salesforce pipeline hygiene, while driving adoption of AI-driven workflows to automate renewals communications, lifecycle alerts, and executive summaries. Serve as an escalation point for complex commercial negotiations and partner with Sales, Product, and Support to improve the customer journey and maximize operational efficiency.
Location: New York, Washington
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Directly manage and coach a team of Customer Experience Managers to foster high performance, accountability, and continuous learning.
  • •Drive career development with regular 1:1s, performance reviews, and skill-gap analysis.
  • •Oversee regional forecasting and pipeline hygiene in Salesforce to ensure accurate reporting.
  • •Serve as the ultimate escalation point for complex commercial negotiations, legal redlines, and commercial business issues.
  • •Lead AI competencies by enabling automation for renewal communications, CRM synchronization, forecasts, and lifecycle alerts.

Pay and Benefits

Salary: USD 158,000 - 219,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kParental LeavePaid Leave

Key Requirements

  • •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 scaling teams and managing organizational transitions in a high-growth SaaS environment.
  • •Expertise in SaaS retention strategies and value-driven sales leadership, including commercial negotiations.
  • •Strong coaching ability for AI competencies, including LLM utilization and automated workflow building.
  • •Deep understanding of cloud security and networking industries and translating technical concepts into business strategy.
Experience:5+ yearsSaaSCustomer SuccessRenewalsCloud securityNetworking
Skills:LeadershipCoachingMentorshipEmpathyProblem solving
Languages:English
Tech Stack:SalesforceCRMLLMsGenerative AI

Company Brief

Cloudflare
Provides a global network and cloud platform that delivers security, performance, and reliability services for web applications, APIs, and Internet properties, including CDN, DDoS protection, DNS, and zero-trust security solutions.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2009
WebsiteLinkedIn