Customer Experience Manager - Russian Speaking

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. 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 • 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 • 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.