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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