Customer Experience Manager - Russian Speaking in London

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.

Location: Lisbon, Portugal

What You’ll 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 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.

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 customer’s 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: Mastery of LLMs to rapidly draft renewal communications, synthesize quarterly review data, and prepare executive summaries.
• Proficiency in leveraging AI analytics tools to parse customer usage metrics and instantly highlight up-sell or cross-sell opportunities.
• Ability to build automations to synchronize CRM data, update weekly forecasts, and trigger lifecycle alerts.
• The instinct to view AI as a partner in solving tough problems to keep the Internet moving forward.

Qualifications

• Minimum of 3 years of experience in a Customer Success/Account Management role or Inside or Field sales.
• Fluency in Russian.
• 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.

Compensation

For Portugal based hires: Estimated annual salary is between €50,000 - €69,000. 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 Cloudflare’s 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 Cloudflare’s equity plan.

What Makes Cloudflare Special?

We’re not just a highly ambitious, large-scale technology company. We’re 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.

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 person's, 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 or via mail at 101 Townsend St. San Francisco, CA 94107.