The Role
Manage enterprise customers throughout the post-sales journey as their primary technical contact. Drive adoption, customer satisfaction, success planning, renewals, and expansion opportunities while guiding implementation and platform usage. Monitor customer health and usage metrics, lead business reviews, coordinate issue resolution with internal teams, and communicate customer feedback to Product and Engineering. The role requires strong SaaS technical aptitude, enterprise relationship management, and collaboration with developers and architects.
Summary Generated by Built In
Cloudinary is the Image and Video API platform trusted by millions of developers and over 10,000 companies worldwide. Our powerful tools fuel websites to be faster, richer in user engagement, and breakthrough creativity. With a growing suite of products that support everything from developer efficiency to brand storytelling, Cloudinary is becoming the visual layer of the web.
Cloudinary has a globally distributed team across North America, EMEA, and Asia-Pacific, united by a shared commitment to building smart, scalable technology and a culture rooted in humility, curiosity, and collaboration. At Cloudinary, we celebrate Life & Work. We believe in healthy growth, working with purpose, and creating meaningful value. If you’re looking for a place where your voice matters and your work truly makes an impact, this may be the opportunity for you.
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. Working closely with Sales, Support, Professional Services, Product and R&D teams, you will proactively drive product adoption, customer satisfaction, conduct renewals and lead expansion opportunities.
This is a customer-facing, individual contributor role suited to someone who enjoys solving technical and business challenges while building long-term customer relationships.
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. Working closely with Sales, Support, Professional Services, Product and R&D teams, you will proactively drive product adoption, customer satisfaction, conduct renewals and lead expansion opportunities.
This is a customer-facing, individual contributor role suited to someone who enjoys solving technical and business challenges while building long-term customer relationships.
Responsibilities:
- MUST LIVE IN NEW YORK OR NEW JERSEY
- 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.
About You:
- 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.
- Willingness to travel up to 20% as required.
Preferred Qualifications
- 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.
#LI-BP1
We have you in mind. As an employee, you will experience many benefits, including:
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
Cloudinary is proud to be an equal-opportunity employer dedicated to pursuing a diverse workforce.
Skills Required
- 7+ years of experience in Customer Success or Technical Customer Success within a SaaS environment
- Experience with Customer Success Manager processes and practices
- Experience managing large enterprise customer relationships and supporting successful renewals
- Technical aptitude 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 Sales Representatives
- Strong customer communication and relationship management skills
- Ability to use customer data and health metrics to prioritize engagement and improve adoption
- Strong organization and ability to manage multiple customer accounts simultaneously
- Self-motivated, collaborative, and focused on excellent customer experience
- Willingness to travel up to 20% as required
- Must live in New York or New Jersey
- Experience with Digital Asset Management, media platforms, image, or video technologies
- Familiarity with CDN, cloud, or developer-focused technologies
- Experience working with enterprise SaaS customers
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The Company
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.
