Senior Customer Experience Manager

Cloudflare
Singapore
Workplace: HybridFull timeFunction: Customer Success & Account ManagementExperience: 3+ yearsSkills: ["Trusted advising","Problem solving","Strategic planning","Cross-functional collaboration","Forecasting"]

Own the post-sale customer journey, guiding onboarding through renewal and driving long-term retention and contract growth. Serve as a trusted advisor and commercial owner, building stakeholder relationships and articulating ROI. Partner closely with Sales on weekly forecasts and executive business reviews, and use AI-driven data analysis to identify upsell and cross-sell opportunities while automating routine renewal and lifecycle workflows.

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FursaFursa
Cloudflare
Cloudflare
4 days ago

Senior Customer Experience Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 14 hours agoStatus: Live

Job Summary

Own the post-sale customer journey, guiding onboarding through renewal and driving long-term retention and contract growth. Serve as a trusted advisor and commercial owner, building stakeholder relationships and articulating ROI. Partner closely with Sales on weekly forecasts and executive business reviews, and use AI-driven data analysis to identify upsell and cross-sell opportunities while automating routine renewal and lifecycle workflows.
Location: Singapore
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Manage customer engagement across onboarding through renewal and maintain customer retention and growth.
  • •Act as a trusted advisor and commercial owner, negotiating renewal contracts aligned to customer objectives.
  • •Maintain accurate weekly forecasts and lead executive business reviews and renewal meetings.
  • •Use data analysis and AI-driven automation to identify upsell/cross-sell opportunities and accelerate customer outcomes.
  • •Collaborate cross-functionally with Product, Engineering, Support, and other teams to resolve customer business issues and handle feature requests.

Key Requirements

  • •3+ years of experience in a Customer Success/Account Management role or Inside/Field sales.
  • •2+ years of industry experience, with experience in cloud security and/or performance industries preferred.
  • •Bachelor’s degree and/or other professional qualifications.
  • •Strong understanding of (or willingness to learn) computer networking and how the internet works, with network security a plus.
  • •Experience in project management, account portfolio planning, cloud implementation, and prioritization; strong SaaS retention and value-driven sales knowledge.
Experience:3+ yearsCustomer SuccessSaaSCloud security
Skills:Trusted advisingProblem solvingStrategic planningCross-functional collaborationForecasting
Languages:English
Tech Stack:LLMsAI analyticsCRMGenerative 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