Customer Experience Manager - UKI

<div class="content-intro"><h3>About Us</h3> <p>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.</p> <p>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.</p></div><h3><strong>Location: London, the UK</strong></h3> <h3><strong>About the Department</strong></h3> <p>Renewals Account Managers, Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations - all working together help our customers adopt Cloudflare and create great Internet-enabled experiences.</p> <p>The sales team at Cloudflare helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our community.</p> <h3><strong>What You’ll Do</strong></h3> <p>The Customer Experience Manager leads the post-sale customer journey, managing everything from onboarding to long-term <strong>retention and contract renewals</strong>. Acting as both a trusted business advisor and a commercial owner of the account, you will build strategic relationships with stakeholders to clearly articulate ROI and business value and ultimately successfully close renewals maximizing upsells and minimizing churn. You will collaborate tightly with the Sales team to maintain accurate weekly forecasts and contribute to critical engagements like Executive Business Reviews. In addition, you will embed AI-driven optimization into your daily workflows—using advanced data analysis to uncover selling opportunities and automating routine tasks to accelerate customer outcomes and maximize operational efficiency.</p> <h3><strong>Key Responsibilities</strong></h3> <h3>Customer Lifecycle &amp; Success</h3> <ul> <li> <p>Manage customer engagement across the entire customer lifecycle, from onboarding through renewal.</p> </li> <li> <p>Be a Trusted Advisor to your customers by helping them adopt the Cloudflare products and services to meet their needs and make them successful</p> </li> <li> <p>Work with your account teams to plan and execute long term Success Plans with our largest customers to facilitate retention and growth via product and new business unit expansion.</p> </li> <li> <p>Maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.</p> </li> <li> <p>Own or be an active participant in several customer touch points including: Business Value Justification meetings, Business Reviews, and Renewal Meetings, with a track record of successful planning and execution of Executive Business Reviews.</p> </li> <li> <p>Demonstrate how your customer engagement directly impacts revenue growth and adoption of Cloudflare solutions and services.</p> </li> </ul> <h3>Commercial &amp; Renewals</h3> <ul> <li> <p><strong>You are ultimately responsible for the retention and growth of your book of business. </strong>You will own and drive the renewal including maintaining and reporting an accurate weekly forecast.</p> </li> <li> <p>Negotiate and execute renewal contracts in accordance with customer objectives.</p> <