Customer Experience Manager - Dutch or Swedish Speaking

Cloudflare•San Francisco, CA

About The Position

Cloudflare is hiring a Customer Experience Manager based in London, UK, or Lisbon, Portugal. The role leads the post-sale customer journey from onboarding through long-term retention and contract renewals, serving as both a trusted business advisor and commercial owner for a portfolio of accounts. The manager builds strategic stakeholder relationships, communicates customer return on investment and business value, and drives successful renewals, upsells, and reduced churn. The role works closely with Sales to maintain accurate weekly forecasts and support customer engagements such as Executive Business Reviews. It also uses AI-driven analysis and automation to identify selling opportunities, streamline routine work, and improve customer outcomes and operational efficiency. The manager collaborates with Product, Engineering, Support, Marketing, and other teams to resolve customer business issues and advance customer goals.

Requirements

Fluency in English and Dutch or Swedish, both written and spoken.
At least 3 years of experience in Customer Success, Account Management, or inside or field sales.
At least 2 years of industry experience.
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; network security knowledge is a plus.
Ability to manage and prioritize competing portfolio demands and align internal resources with high-impact commercial and retention goals.
Expertise in SaaS retention and sales processes, with excellent knowledge of value-driven sales.
Strong problem-solving skills and the ability to creatively achieve resolutions.
Mastery of LLMs for drafting and summarizing customer and renewal materials.
Proficiency in AI analytics tools for identifying customer usage trends and sales opportunities.
Ability to build workflow automations for CRM synchronization, forecasting, and lifecycle alerts.

Nice To Haves

Experience in cloud security and/or performance industries.
Experience with network security.

Responsibilities

Manage customer engagement throughout the lifecycle, from onboarding through renewal.
Advise customers on adopting Cloudflare products and services to meet their needs and achieve success.
Plan and execute long-term success plans with account teams for large customers, supporting retention and growth through product and business-unit expansion.
Understand Cloudflare solutions and present relevant features and functionality for customers’ business needs.
Plan and participate in Business Value Justification meetings, Business Reviews, Renewal Meetings, and Executive Business Reviews.
Demonstrate how customer engagement contributes to revenue growth and adoption of Cloudflare solutions and services.
Own retention and growth for a book of business, drive renewals, and maintain and report accurate weekly forecasts.
Negotiate and execute renewal contracts in line with customer objectives; construct deals and pricing strategies that create value for customers and Cloudflare.
Analyze data and use tools to identify selling opportunities and business value.
Align with Sales on forecasting, planning, and targets.
Build and maintain long-term relationships with stakeholders across the account portfolio.
Collaborate with Product, Engineering, Support, Marketing, and other teams to resolve customer business issues and support stated goals.
Communicate customer feedback and feature requests to internal partner teams.
Prioritize multiple deals and competing portfolio demands, aligning internal resources with commercial and retention goals.
Use generative AI to draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
Use AI analytics tools to examine customer usage metrics and identify upsell or cross-sell opportunities.
Build workflow automations to synchronize CRM data, update forecasts, and trigger lifecycle alerts.