Customer Experience Manager
Core
Leads the post-sale customer journey for enterprise accounts, acting as a trusted advisor to drive retention, growth, and contract renewals while embedding AI-driven optimization into workflows.
Role type
Senior Customer Experience Manager (Account Management)
Builds
Long-term strategic relationships with Fortune 500 and SMB customers to maximize renewal value and expand product adoption.
Domain
Cloud Security & Performance (SaaS)
Deliverable
client delivery
Required skills
SaaS retention and sales process, value-driven sales, account portfolio planning, cloud implementation, project management, data analysis, generative AI (LLMs), workflow automation, executive communication
Preferred skills
Cloud security and performance industry experience, computer networking knowledge, French or German language skills
Technologies
CRM systems, AI analytics tools, LLMs
Responsibilities
Manage customer engagement from onboarding through the entire lifecycle; act as commercial owner and driver of renewals including maintaining weekly forecasts; negotiate and execute renewal contracts; analyze data to identify up-sell and cross-sell opportunities; lead Executive Business Reviews; collaborate cross-functionally with Product and Engineering to resolve business issues; manage customer feedback and feature requests.
Seniority
Senior, hands-on IC