Customer Experience Manager Dutch or Swedish Speaking

About Us

At Cloudflare we are on a mission to help build a better Internet. Today the company runs one of the worlds 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 Magazines Top Company Cultures list and ranked among the Worlds Most Innovative Companies by Fast Company.

At Cloudflare were not looking for people who wait for a polished roadmap; were 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 youre 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 youll fit right in.

Location: London the UK or Lisbon Portugal

About the Department

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.

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.

What Youll Do

The Customer Experience Manager leads the post-sale customer journey managing everything from onboarding to long-term retention and contract renewals . 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 addition you will embed AI-driven optimization into your daily workflowsusing advanced data analysis to uncover selling opportunities and automating routine tasks to accelerate customer outcomes and maximize operational efficiency.

Key Responsibilities

Customer Lifecycle & Success

• Manage customer engagement across the entire customer lifecycle from onboarding through renewal.

• Be a Trusted Advisor to your customers by helping them adopt the Cloudflare products and services to meet their needs and make them successful

• 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.

• Maintain a deep understanding of our solutions and present to customers about the most relevant features/functionality for their specific business needs.

• 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.

• Demonstrate how your customer engagement directly impacts revenue growth and adoption of Cloudflare solutions and services.

Commercial & Renewals

• You are ultimately responsible for the retention and growth of your book of business. You will own and drive the renewal including maintaining and reporting an accurate weekly forecast.

• Negotiate and execute renewal contracts in accordance with customer objectives.

• You will be an expert in deal construction and pricing strategy. You will directly be designing renewals to create a win-win for customers and Cloudflare.

• Analyze data and leverage tools to identify selling opportunities and business value.

• Drive strong alignment with the Sales team contributing to team forecasting planning and targets.

Cross-Functional & Operational Management

• Develop and maintain long-term relationships with stakeholders in your account portfolio.

• Work cross-functionally with Product Engineering Support Marketing and other teams to resolve customer business issues and work towards each customers stated goals.

• Manage customer feedback and product needs by providing feature requests to internal partner teams.

• Able to prioritize effectively to handle multiple deals at the same time.

AI Competencies

• 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.

Qualifications

• Fluency in English AND Dutch or Swedish (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.

• Bachelors 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.

Compensation

For Portugal based hires: Estimated annual salary is between 50000 - 69000.

• The final offer will be inclusive of time exemption in alignment with the applicable law and collective bargaining agreements.

This role is eligible to earn incentive compensation under Cloudflares Sales Compensation Plan. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan.

Equity

This role is eligible to participate in Cloudflares equity plan.

What Makes Cloudflare Special

Were not just a highly ambitious large-scale technology company. Were a highly ambitious large-scale technology company with a soul. Fundamental to our mission to help build a better Internet is protecting the free and open Internet.

Project Galileo : Since 2014 weve equipped more than 2400 journalism and civil society organizations in 111 countries with powerful tools to defend themselves against attacks that would otherwise censor their work technology already used by Cloudflares enterprise customers--at no cost.

Athenian Project : In 2017 we created the Athenian Project to ensure that state and local governments have the highest level of protection and reliability for free so that their constituents have access to election information and voter registration. Since the project weve provided services to more than 425 local government election websites in 33 states.

1.1.1.1 : We released 1.1.1.1 to help fix the foundation of the Internet by building a faster more secure and privacy-centric public DNS resolver. This is available publicly for everyone to use - it is the first consumer-focused service Cloudflare has ever released. Heres the deal - we dont store client IP addresses never ever. We will continue to abide by our privacy commitment and ensure that no user data is sold to advertisers or used to target consumers.

Sound like something youd like to be a part of Wed love to hear from you!

Please note that applicants who progress to the offer stage of the interview process may be asked to attend an in-person interview within one of the Cloudflare Offices or Cloudflare Hubs. More details about this will be available at that stage of the interview process.

This position may require access to information protected under U.S. export control laws including the U.S. Export Administration Regulations. Please note that any offer of employment may be conditioned on your authorization to receive software or technology controlled under these U.S. export laws without sponsorship for an export license.

Cloudflare is proud to be an equal opportunity employer. We are committed to providing equal employment opportunity for all people and place great value in both diversity and inclusiveness. All qualified applicants will be considered for employment without regard to their or any other persons perceived or actual race color religion sex gender gender identity gender expression sexual orientation national origin ancestry citizenship age physical or mental disability medical condition family care status or any other basis protected by law. We are an AA/Veterans/Disabled Employer.

Cloudflare provides reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job. Examples of reasonable accommodations include but are not limited to changing the application process providing documents in an alternate format using a sign language interpreter or using specialized equipment. If you require a reasonable accommodation to apply for a job please contact us via e-mail at or via mail at 101 Townsend St. San Francisco CA 94107.

Required Experience:

Manager