Customer Experience Manager - UKI

About the Role
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.

About the Department
Renewals Account Managers, Customer Success Managers, Account Executives, Business Development Representatives, Solution Engineers, and Sales Operations all work together to help our customers adopt the company and create great Internet-enabled experiences. The sales team at the company helps customers solve real, technical problems while creating the revenue streams that help the company provide free service to millions in our community.

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 company 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 company 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 the company.
• 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.
• 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 being 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.

What Makes Us 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 the company’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 the company 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.