Note: The job is a remote job and is open to candidates in USA. Cloudinary is hiring a Technical Customer Success Manager to help enterprise customers maximize the value of its Image, Video, and Digital Asset Management platform. The role manages customer relationships and adoption throughout the post-sales journey, while supporting renewals, expansion opportunities, and issue resolution in collaboration with internal teams.

Responsibilities

• Manage a portfolio of enterprise customers throughout their post-sales journey
• Serve as the primary technical point of contact, building trusted relationships with customer stakeholders
• Guide customers on best practices for implementing and using Cloudinary's Image, Video and Digital Asset Management solutions
• Deliver regular customer engagements, including business reviews, adoption planning and technical guidance sessions
• Monitor customer health, product usage and adoption metrics to identify opportunities and potential risks
• Develop and execute customer success plans to increase product adoption and support successful renewals
• Identify customer growth opportunities and partner with Account Managers to support expansion conversations
• Escalate customer issues when appropriate and coordinate with internal teams to drive timely resolution
• Capture customer feedback and share relevant insights with Product and Engineering teams
• Maintain accurate customer account information, success plans and activity within CRM and Customer Success platforms

Skills

• 7+ years' experience in Customer Success or Technical Customer Success within a SaaS environment
• Experience in CSM processes and practices
• Experience managing big enterprise customer relationships and supporting successful renewals
• Technical aptitude with experience working with SaaS platforms: APIs, web technologies or cloud-based applications
• Experience working with technical stakeholders, including developers, architects or engineering teams
• Experience conducting renewal negotiations from the technical side with the Sales Representative
• Strong customer communication and relationship management skills
• Comfortable using customer data and health metrics to prioritize engagement and improve adoption
• Highly organized with the ability to manage multiple customer accounts simultaneously
• Self-motivated, collaborative and focused on delivering an excellent customer experience
• Experience with Digital Asset Management (DAM), media platforms, image or video technologies
• Familiarity with CDN, cloud or developer-focused technologies
• Experience working with enterprise SaaS customers

Benefits

• Awesome technology
• Top-talent peers
• 100% sponsored medical, dental, and vision plans for employees & family
• HSA company contribution
• Matching 401k program
• Robust vacation & wellness policy
• Annual development stipend
• Catered lunches or a food stipend
• Remote work

Company Overview

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