Manager of Customer Experience and Renewals, Cloudflare
$158-219k
This role is eligible to participate in Cloudflare’s equity plan
Web performance and security platform
Be an early applicant
Web performance and security platform
1001+ employees
Be an early applicant
$158-219k
This role is eligible to participate in Cloudflare’s equity plan
1001+ employees
Company mission
To help build a better Internet that is bold and ambitious.
Role
Who you are
- 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
- 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
What the job involves
- 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
- 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
- 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
- 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
Our take
Cloudflare is a multi-service global network that provides web security and infrastructure, DDoS mitigation services, and a content delivery network. Founded in 2009, Cloudflare has risen to become an industry giant, with over 25 million global internet properties on its network.
Cloudflare has been responsible for a number of admirable initiatives, offering free web protection to human rights groups, journalists, artists, and US election websites. This goes some way to counteracting the flak Cloudflare has received in some circles for the controversial groups and users who use its services. This chequered history, however, has not affected its over 80% market share in the content delivery network field.
This is perhaps in part because it has proven sharp at staying abreast of the rapidly morphing tech and digital space and customer demands. For example, Cloudflare is shifting to 100% renewable energy usage to create a zero-emissions internet, and in 2020 released a feature that would help users navigate data privacy regulations by selecting where their data is stored.
And impressive third-quarter 2025 results show strong momentum, with revenue rising to $562 million from $430 million a year earlier. The company also raised its full-year guidance, underscoring confidence in continued growth. As demand for secure, cloud-based infrastructure keeps growing, Cloudflare's expanding platform and improving efficiency leave it well positioned to capture further gains in a rapidly growing market.
Steph
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Company benefits
- Competitive pay: We offer a competitive total rewards package, where every employee is an owner of our stock.
- Take-what-you-need vacation: We encourage employees to find a comfortable work-life balance by taking as many days off as they need while still being able to perform their jobs satisfactorily. (We really mean it!)
- Paid maternity & paternity leave: Our global parental leave policy allows up to sixteen paid weeks of bonding leave time for all qualifying new parents.
- Employee benefits: We offer a comprehensive benefits package including healthcare, life insurance, short- and long-term disability, pension plans in accordance with the market practice in our locations.
- Commuter program: We are flexible about where we work and value connecting at the office. Our commuter benefits program is in place to support team members' commute to work via public transportation without the extra cost burden.
- Wellbeing: Global offerings that provide mental health, childcare and family forming support to our employees across our offices.
Company HQ
China Basin, San Francisco, CA
Leadership
Lee Holloway
(Co-Founder & Lead Engineer)Lee began their career as an Engineer at Homewarehouse for a year before working at Unspam Technologies for 4 years. They co-created Project Honey Pot in 2004 and Cloudflare in March 2009, serving as Lead Engineer of both to present.
Michelle Zatlyn
(Co-Founder, President & Co-Chair)Having worked for Investor Economics and I Love Rewards for a combined 4 years, Michelle worked at Toshiba for 3 years as a Product Manager. She then co-founded Cloudflare in 2009 as COO, and has served as President since 2020. She is also a Board Member at Atlassian.
Matthew Prince
(Co-Founder & CEO)Matthew studied for an MBA at Harvard Business School before co-founding Unspam Technologies in December 2001, and Cloudflare in 2009, where he has served as CEO ever since.
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