客户体验与续约经理
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Manager, Customer Experience and RenewalsCloudflare · Hybrid · $158k – $218k
职位信息来自雇主公开的招聘页面。申请前请务必在雇主官网核实详情。
为什么值得关注？
发现指数 67/100，仅依据与该职位一起存储的证据计算。
- 新的雇主官方职位
- 已披露薪资
- 远程职位
分数构成
- 时效性 （随职位发布时间变化）+18
- 雇主官方来源+15
- 已披露薪资+15
- 远程职位+8
- 稀有职位+3
- 公司来源健康度+8
该职位未包含：提及签证担保、提及搬迁、未出现在监控的职位板上。
这些理由来自雇主自己的职位描述与我们核实过的来源检查结果。除了已存储的信号之外，我们不做任何推测。
职位描述
机器翻译关于我们
在 Cloudflare，我们的使命是帮助构建更好的互联网。如今，公司运营着全球最大的网络之一，为从个人博主到中小企业再到《财富》500 强企业的客户提供支持，驱动着数百万个网站及其他互联网资产。Cloudflare 无需添加硬件、安装软件或更改一行代码，即可保护和加速任何在线互联网应用。由 Cloudflare 驱动的互联网资产，其网络流量都会通过其智能全球网络进行路由，而该网络会随着每一次请求变得更加智能。因此，它们的性能显著提升，垃圾邮件和其他攻击也减少了。Cloudflare 曾入选《Entrepreneur》杂志的顶级公司文化榜单，并被《Fast Company》评为全球最具创新力公司之一。
在 Cloudflare，我们寻找的不是等待一份完美路线图的人；我们寻找的是那些看到互联网裂缝、而其他人只是学会与之共处的建设者。我们看重那些有直觉发现“被正常化”的问题，并具备 AI 原生好奇心、能够利用最新工具创造解决方案的候选人。我们的文化建立在迭代之上，利用 AI 在今天更快交付，从而让明天更好，同时确保每一项改进，无论多小，都能在团队中共享，提升每个人。如果你是那种重视好奇心而非官僚作风，并且认为 AI 是解决棘手问题、推动互联网前进的伙伴的人，你会非常适合这里。
可选工作地点
• New York, NY
• Washington DC
关于该职位
客户体验经理是一位战略性的人员领导者，负责组建、辅导并扩展一支高绩效的客户体验经理（CXM）团队。在这一职位中，你将赋能你的团队主导售后旅程，从入职到长期留存与扩展。你将作为导师和升级处理点，指导团队建立战略性利益相关者关系并清晰表达业务价值。你将领导你所在区域的运营战略，确保准确预测，并推动全团队采用 AI 驱动的工作流，以自动化日常任务并发现增长机会。你的重点是培养人才、优化客户旅程，并扩展我们的 CX 组织，以加速客户成果并最大化运营效率。
职责
团队领导与职业发展
• 直接管理并辅导一支 CXM 团队，培养高绩效、负责任和持续学习的文化。
• 推动职业发展计划，包括定期 1:1、绩效评估和技能差距分析，为团队成员的成长做好准备。
运营战略与绩效管理
• 监督区域预测和 Salesforce 中的管道健康度，确保向领导层提供准确报告。
• 建立并优化运营工作流，包括集成 AI 工具用于账户报价和自动化生命周期提醒。
跨职能协同与升级处理
• 作为复杂商业谈判、法律红线修改和商业业务问题的最终升级处理点。
• 与销售、产品和支持领导层保持紧密协同，解决客户旅程中的摩擦点。
AI 能力
• 生成式 AI：精通 LLM，以快速起草续约沟通、综合季度回顾数据并准备高管摘要。
• 数据分析：熟练利用 AI 分析工具解析客户使用指标，并即时突出追加销售或交叉销售机会。
• 工作流自动化：能够构建自动化，以同步 CRM 数据、更新每周预测并触发生命周期提醒。
• AI 问题解决：具备将 AI 视为解决棘手问题、推动互联网前进的伙伴的直觉。
理想技能、知识和经验
• 至少 5 年客户成功和续约销售经验，其中至少 2 年直接人员管理经验。
• 在高增长 SaaS 环境中扩展团队和管理组织转型的成功记录。
• 精通 SaaS 留存策略、商业谈判和价值驱动型销售领导。
• 在辅导团队 AI 能力方面具备较强能力，包括 LLM 使用和自动化工作流构建。
• 深入理解云安全和网络行业；能够将技术概念转化为业务战略。
• 卓越的导师和领导技能，注重同理心、透明度和结果。
• 出色的解决问题能力，能够创造性地达成解决方案。
岗位职责
客户体验经理是一位战略性的人员领导者，负责组建、辅导并扩展一支高绩效的客户体验经理（CXM）团队。在这一职位中，你将赋能你的团队主导售后旅程，从入职到长期留存与扩展。你将作为导师和升级处理点，指导团队建立战略性利益相关者关系并清晰表达业务价值。你将领导你所在区域的运营战略，确保准确预测，并推动全团队采用 AI 驱动的工作流，以自动化日常任务并发现增长机会。你的重点是培养人才、优化客户旅程，并扩展我们的 CX 组织，以加速客户成果并最大化运营效率。
团队领导与职业发展
• 直接管理并辅导一支 CXM 团队，培养高绩效、负责任和持续学习的文化。
• 推动职业发展计划，包括定期 1:1、绩效评估和技能差距分析，为团队成员的成长做好准备。
运营战略与绩效管理
• 监督区域预测和 Salesforce 中的管道健康度，确保向领导层提供准确报告。
• 建立并优化运营工作流，包括集成 AI 工具用于账户报价和自动化生命周期提醒。
跨职能协同与升级处理
• 作为复杂商业谈判、法律红线修改和商业业务问题的最终升级处理点。
• 与销售、产品和支持领导层保持紧密协同，解决客户旅程中的摩擦点。
AI 能力
• 生成式 AI：精通 LLM，以快速起草续约沟通、综合季度回顾数据并准备高管摘要。
• 数据分析：熟练利用 AI 分析工具解析客户使用指标，并即时突出追加销售或交叉销售机会。
• 工作流自动化：能够构建自动化，以同步 CRM 数据、更新每周预测并触发生命周期提醒。
• AI 问题解决：具备将 AI 视为解决棘手问题、推动互联网前进的伙伴的直觉。
理想技能、知识和经验
• 至少 5 年客户成功和续约销售经验，其中至少 2 年直接人员管理经验。
• 在高增长 SaaS 环境中扩展团队和管理组织转型的成功记录。
• 精通 SaaS 留存策略、商业谈判和价值驱动型销售领导。
• 在辅导团队 AI 能力方面具备较强能力，包括 LLM 使用和自动化工作流构建。
• 深入理解云安全和网络行业；能够将技术概念转化为业务战略。
• 卓越的导师和领导技能，注重同理心、透明度和结果。
• 出色的解决问题能力，能够创造性地达成解决方案。
福利待遇
薪酬可能会根据工作地点进行调整。预计年薪范围包括该职位根据销售薪酬计划可能获得的按目标激励薪酬。
对于纽约和 DC 的入职者：预计年薪为 $158,000 - $218,000。
股权
该职位有资格参与 Cloudflare 的股权计划。
Cloudflare 提供完整的福利和计划方案，以支持你和你的家人。我们的福利计划可以帮助你支付医疗费用、支持照护、为未来积累资本，并让生活更轻松、更有趣！以下是我们为美国员工提供的福利说明，美国境外员工的福利可能有所不同。
健康与福利
• 医疗/处方保险
• 牙科保险
• 视力保险
• 灵活支出账户
• 通勤支出账户
• 生育与家庭组建福利
• 按需心理健康支持和员工援助计划
• 全球旅行医疗保险
财务福利
• 短期和长期残疾保险
• 人寿与意外保险
• 401(k) 退休储蓄计划
• 员工持股计划
休假
• 灵活带薪休假，涵盖假期和病假
• 休假计划，包括育儿假、孕期健康假、医疗假和丧假
Cloudflare 有何特别之处？
我们不仅仅是一家雄心勃勃的大型科技公司。我们是一家雄心勃勃、规模庞大且拥有灵魂的科技公司。我们帮助构建更好互联网的使命，其根本在于保护自由和开放的互联网。
Project Galileo ：自 2014 年以来，我们已为 111 个国家的 2,400 多个新闻和公民社会组织配备了强大的工具，以抵御否则会审查其工作的攻击，这些技术已被 Cloudflare 的企业客户使用——而且是免费提供。
Athenian Project ：2017 年，我们创建了 Athenian Project，以确保州和地方政府免费获得最高级别的保护和可靠性，使其选民能够获取选举信息和选民登记。自该项目以来，我们已为 33 个州的 425 多个地方政府选举网站提供服务。
1.1.1.1 ：我们发布了 1.1.1.1，通过构建更快、更安全且以隐私为中心的公共 DNS 解析器来帮助修复互联网的基础。这可供所有人公开使用——这是 Cloudflare 发布的首个面向消费者的服务。事情是这样的——我们永远不会存储客户端 IP 地址。我们将继续遵守我们的隐私承诺，并确保不会将任何用户数据出售给广告商或用于定向消费者。
听起来像是你想参与的事情？我们很乐意听到你的消息！
请注意，进入面试流程录用阶段的申请人可能会被要求参加 Cloudflare 办公室或 Cloudflare Hub 之一的现场面试。有关此事的更多细节将在面试流程的该阶段提供。
该职位可能需要访问受美国出口管制法律保护的信息，包括美国出口管理条例。请注意，任何录用通知都可能以你获得授权接收受这些美国出口法律管制的软件或技术为前提，且无需出口许可证担保。
Cloudflare 自豪地成为平等机会雇主。我们致力于为所有人提供平等就业机会，并高度重视多样性和包容性。所有合格申请人都会获得就业考虑，不因其或任何其他人的感知或实际种族、肤色、宗教、性别、性别认同、性别表达、性取向、国籍、血统、公民身份、年龄、身体或精神残疾、医疗状况、家庭照护状况或任何其他受法律保护的基础而受到歧视。我们是 AA/退伍军人/残疾人雇主。
Cloudflare 为符合条件的残障人士提供合理便利。如果你在申请工作时需要合理便利，请告诉我们。合理便利的例子包括但不限于更改申请流程、以替代格式提供文件、使用手语翻译或使用专业设备。如果你在申请工作时需要合理便利，请通过电子邮件 hr@cloudflare.com 联系我们，或通过邮寄方式联系 101 Townsend St. San Francisco, CA 94107。
以上内容由机器翻译自动生成，可能存在错误；投递前请以雇主原文为准。
查看雇主原文
职位描述
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. Cloudflare was named to Entrepreneur Magazine’s Top Company Cultures list and ranked among the World’s Most Innovative Companies by Fast Company.
At Cloudflare, we’re not looking for people who wait for a polished roadmap; we’re 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 you’re 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, you’ll fit right in.
Available Locations
• New York, NY
• Washington DC
About the Role
The Manager, Customer Experience is a strategic people leader responsible for building, coaching, and scaling a high-performing team of Customer Experience Managers (CXMs). In this role, you will empower your team to lead the post-sale journey, from onboarding to long-term retention and expansion. You will serve as a mentor and escalation point, guiding your team in building strategic stakeholder relationships and articulating business value. You will lead the operational strategy for your region, ensuring accurate forecasting and driving team-wide adoption of AI-driven workflows to automate routine tasks and uncover growth opportunities. Your focus is on developing talent, optimizing the customer journey, and scaling our CX organization to accelerate customer outcomes and maximize operational efficiency.
Responsibilities
Team Leadership & Career Development
• Directly manage and coach a team of CXMs, fostering a culture of high performance, accountability, and continuous learning.
• Drive career development initiatives, including regular 1:1s, performance reviews, and skill-gap analysis to prepare team members for growth.
Operational Strategy & Performance Management
• Oversee regional forecasting and pipeline hygiene in Salesforce, ensuring accurate reporting to leadership.
• Establish and optimize operational workflows, including the integration of AI tools for account quoting and automated lifecycle alerts.
Cross-Functional Alignment & Escalation
• Act as the ultimate point of escalation for complex commercial negotiations, legal redlines, and commercial business issues.
• Maintain strong alignment with Sales, Product, and Support leadership to resolve friction points in the customer journey.
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 weekl
岗位职责
The Manager, Customer Experience is a strategic people leader responsible for building, coaching, and scaling a high-performing team of Customer Experience Managers (CXMs). In this role, you will empower your team to lead the post-sale journey, from onboarding to long-term retention and expansion. You will serve as a mentor and escalation point, guiding your team in building strategic stakeholder relationships and articulating business value. You will lead the operational strategy for your region, ensuring accurate forecasting and driving team-wide adoption of AI-driven workflows to automate routine tasks and uncover growth opportunities. Your focus is on developing talent, optimizing the customer journey, and scaling our CX organization to accelerate customer outcomes and maximize operational efficiency.
Team Leadership & Career Development
• Directly manage and coach a team of CXMs, fostering a culture of high performance, accountability, and continuous learning.
• Drive career development initiatives, including regular 1:1s, performance reviews, and skill-gap analysis to prepare team members for growth.
Operational Strategy & Performance Management
• Oversee regional forecasting and pipeline hygiene in Salesforce, ensuring accurate reporting to leadership.
• Establish and optimize operational workflows, including the integration of AI tools for account quoting and automated lifecycle alerts.
Cross-Functional Alignment & Escalation
• Act as the ultimate point of escalation for complex commercial negotiations, legal redlines, and commercial business issues.
• Maintain strong alignment with Sales, Product, and Support leadership to resolve friction points in the customer journey.
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.
Desirable Skills, Knowledge, and Experience
• Minimum of 5 years of experience in Customer Success and Renewals Sales, with at least 2 years in a direct people management role.
• Proven track record of scaling teams and managing organizational transitions in a high-growth SaaS environment.
• Expertise in SaaS retention strategies, commercial negotiations, and value-driven sales leadership.
• Strong proficiency in coaching teams on AI competencies, including LLM utilization and automated workflow building.
• Deep understanding of cloud security and networking industries; ability to translate technical concepts into business strategy.
• Exceptional mentorship and leadership skills with a focus on empathy, transparency, and results.
• Excellent problem solving skills with the ability to creatively achieve resolutions.
福利待遇
Compensation may be adjusted depending on work location. The estimated annual salary range includes the on-target incentive compensation that may be attained in this role under the Sales Compensation Plan.
For New York and DC based hires: Estimated annual salary of $158,000 - $218,000.
Equity
This role is eligible to participate in Cloudflare’s equity plan.
Cloudflare offers a complete package of benefits and programs to support you and your family. Our benefits programs can help you pay health care expenses, support caregiving, build capital for the future and make life a little easier and fun! The below is a description of our benefits for employees in the United States, and benefits may vary for employees based outside the U.S.
Health & Welfare Benefits
• Medical/Rx Insurance
• Dental Insurance
• Vision Insurance
• Flexible Spending Accounts
• Commuter Spending Accounts
• Fertility & Family Forming Benefits
• On-demand mental health support and Employee Assistance Program
• Global Travel Medical Insurance
Financial Benefits
• Short and Long Term Disability Insurance
• Life & Accident Insurance
• 401(k) Retirement Savings Plan
• Employee Stock Participation Plan
Time Off
• Flexible paid time off covering vacation and sick leave
• Leave programs, including parental, pregnancy health, medical, and bereavement leave
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.
Project Galileo : Since 2014, we've equipped more than 2,400 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 Cloudflare’s 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, we've 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. Here’s the deal - we don’t 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 you’d like to be a part of? We’d 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 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 at hr@cloudflare.com or via mail at 101 Townsend St. San Francisco, CA 94107.