Customer Experience Manager

Role Overview

The Customer Experience Manager leads the post-sale customer journey, managing everything from onboarding to long-term retention and contract renewals. They will build strategic relationships with stakeholders to clearly articulate ROI and business value and ultimately successfully close renewals maximizing upsells and minimizing churn.

What You Will Do

The Customer Experience Manager will collaborate tightly with the Sales team to maintain accurate weekly forecasts and contribute to critical engagements like Executive Business Reviews. They will embed AI-driven optimization into their daily workflows—using advanced data analysis to uncover selling opportunities and automating routine tasks to accelerate customer outcomes and maximize operational efficiency.

Why It Might Be a Fit

The ideal candidate will have a strong understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs. They will demonstrate how their customer engagement directly impacts revenue growth and adoption of Cloudflare solutions and services.

Requirements

• Fluency in Arabic and French (written and spoken)
• Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or 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
• Direct experience in commercial sales, negotiation, and deal closure
• Strong understanding of or willingness to learn about computer networking and “how the internet works,” with network security a plus
• Manage and prioritize competing portfolio demands, aligning internal resources with the highest-impact commercial and retention goals
• Expertise in SaaS retention and sales process and excellent knowledge of value driven sales
• Excellent problem solving skills with the ability to creatively achieve resolutions

Benefits

• Competitive salary
• Equity
• 401(k) matching
• Health insurance
• Dental insurance
• Vision insurance
• Flexible PTO
• Paid holidays
• Wellness programs
• Professional development opportunities
• Access to Cloudflare’s products and services
• Opportunity to work with a highly ambitious, large-scale technology company with a soul