Technical Customer Success Manager

Role Overview

Cloudinary is looking for a Technical Customer Success Manager to help enterprise customers maximise the value of our Image, Video and Digital Asset Management (DAM) platform. As the primary point of contact for a portfolio of customers, you will build trusted relationships with technical and business stakeholders, helping them successfully adopt Cloudinary’s solutions and achieve their business objectives.

What You Will Do

Manage a portfolio of enterprise customers throughout their post-sales journey, serve as the primary technical point of contact, guide customers on best practices for implementing and using Cloudinary’s Image, Video and Digital Asset Management solutions, and develop and execute customer success plans to increase product adoption and support successful renewals.

Why It Might Be a Fit

This is a customer-facing, individual contributor role suited to someone who enjoys solving technical and business challenges while building long-term customer relationships. The ideal candidate will have 7+ years’ experience in Customer Success or Technical Customer Success within a SaaS environment, experience in CSM processes and practices, and technical aptitude with experience working with SaaS platforms: APIs, web technologies or cloud-based applications.

Requirements

• 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

Benefits

• 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