Responsibilities:
- Serve as the primary point of contact and trusted advisor for customer technical stakeholders, deeply understanding their business needs and aligning them with our solutions
- Provide expert technical guidance to developers, product managers, system architects, and marketers on best practices for leveraging our Image, Video, and Asset solutions
- Nurture strong customer relationships through ongoing communication, regular meetings, and proactive support to ensure satisfaction and retention
- Identify and pursue expansion and upsell opportunities in collaboration with the sales team, leveraging scaled customer success motions to drive revenue growth
- Drive product adoption and maximize value realization by monitoring customer usage trends and deploying proactive, automated interventions
- Track customer health using analytics and segmentation, identifying risks early and executing mitigation strategies to ensure long-term success
- Act as the voice of the customer internally, synthesizing insights from interactions and data to influence product development, support initiatives, and sales strategies
About you:
- 3+ years of experience as an Enterprise Customer Success Manager in a SaaS company
- Proven track record of retaining and growing multiple customer relationships
- Experience with technical SaaS products; familiarity with web/mobile environments, APIs, DAM, and cloud-based technologies is a strong plus
- Excellent communication skills with the ability to engage effectively with enterprise customers
- Highly organized, self-motivated, and results-driven individual contributor
- Data-driven approach, leveraging customer insights and segmentation to tailor and optimize engagement strategies
- Minimal travel required (up to 10%, as needed)
- You have a strong track record of working toward revenue-linked (NDR/NRR/GRR) KPIs
- Your background includes driving product adoption across your customer base
- You have managed a portfolio of 15+ major enterprise accounts, including big corporates (Fortune500), with a total book of business exceeding $4M
Top Skills
What We Do
Cloudinary’s mission is to empower companies to deliver visual experiences that inspire and connect by unleashing the full potential of their media. With more than 50 billion assets under management and 7,500 customers worldwide, Cloudinary is the industry standard for developers, creators and marketers looking to upload, store, transform, manage, and deliver images and videos online. As a result, leading brands like Atlassian, Bleacher Report, Grubhub, Hinge, NBC, Mediavine, Peloton, Petco and Under Armour are seeing significant business value in using Cloudinary, including faster time to market, higher user satisfaction, and increased engagement and conversions. For more information, visit www.cloudinary.com.
