Senior Customer Engagement Manager

About the role

Serve as the strategic operating partner for Cloudflare’s most important enterprise customers across the Americas. Own the internal operational cadence that aligns Executive, Product, R&D, GTM, and other internal teams around each account, building the processes and frameworks, with an emphasis on AI solutions, that drive coordinated, sustained account growth.

• Remove blockers, surface opportunities, and accelerate pipeline toward shared growth goals.

Responsibilities

Act as the connective tissue between field teams and internal stakeholders to remove blockers, surface opportunities, and accelerate pipeline toward shared growth goals.

• Join discovery calls to understand deal context, customer priorities, and desired outcomes.
• Help AEs and SEs translate their account knowledge into a coherent engagement strategy, and feed post-engagement insights back to Sales and leadership to inform next steps.

Executive Preparation & Narrative Development

Build and maintain a library of modular narrative frameworks and talk tracks that help Cloudflare executives move fluidly between technical depth and business-level conversation across any executive-level meeting, including QBRs, executive syncs, strategic reviews, and Executive Briefings.

• Translate technical capabilities into business-relevant narrative that articulate real-world value.
• Prepare each Cloudflare leader ahead of an engagement, briefing them on customer context, business priorities, open questions, and the narrative arc they'll be guiding.

Facilitator-Led Engagement Design

When required, be present in person to host and facilitate Executive-level engagements at the San Francisco EBC, moving the organization away from slide-heavy, one-directional presentations toward meaningful executive-to-executive dialogue.

• Identify where AI and emerging tools can make interactions sharper, from using data to personalize agendas to capturing and summarizing key outcomes in real time.
• Pilot new ideas to the program and bring them to scale with a bias toward practical impact, across all engagement formats and channels.

Qualifications

• Experience: 5–8 years in strategic account management, executive engagement programs, pre-sales consulting or a similar GTM role within B2B SaaS or enterprise technology.
• Experience working with senior executives, strategic accounts, or complex enterprise customers.
• Strong analytical, problem-solving, and communication skills.
• Demonstrated ability to influence cross-functional teams without direct authority.
• Experience translating customer insights into strategies, narratives, programs, or commercial actions.
• Strong written and verbal storytelling skills, including executive-level content development.