At a Glance
- Tasks: Lead customer journeys, ensuring onboarding, retention, and contract renewals.
- Company: Join Cloudflare, a mission-driven tech company shaping a better Internet.
- Benefits: Competitive salary, equity options, and a vibrant work culture.
- Other info: Dynamic team environment with opportunities for growth and innovation.
- Why this job: Be a trusted advisor, driving customer success and making a real impact.
- Qualifications: Fluent in English and Dutch or Swedish, with customer success experience.
The predicted salary is between 63000 - 77000 £ per year.
About Us
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: 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 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
- 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
- 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.
- 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.
Sound like something you’d like to be a part of? We’d love to hear from you!
Customer Experience Manager - Dutch or Swedish Speaking in London employer: WinsAbove
Webflow is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Senior Solutions Architect role based in London. Employees benefit from a strong emphasis on professional growth, with opportunities to influence product direction and engage in enterprise-scale projects, all while enjoying the flexibility of a hybrid work environment. The company values creativity and technical expertise, making it a rewarding place for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager - Dutch or Swedish Speaking in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WinsAbove. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WinsAbove before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager - Dutch or Swedish Speaking in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WinsAbove:Your cover letter is your chance to shine! Tell us why you want to work at WinsAbove specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WinsAbove!
How to prepare for a job interview at WinsAbove
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
