The Role
Manage onboarding and ongoing relationships for SaaS customers, serving as their primary advisor and advocate. Provide technical guidance on Cloudinary’s image and video platform, drive product adoption, monitor account health, identify risks, and pursue retention, growth, and upsell opportunities. Collaborate with product, engineering, support, sales, and finance teams to address customer needs and communicate customer feedback internally.
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 was founded in 2012 to solve a simple problem: making it an easy platform to manage images & videos. Over the years we evolved into a $120 million+ annual recurring revenue business serving 10,000 companies across industries – from the smallest Shopify stores to iconic global brands and other worldwide companies.
Cloudinary is now the foundational technology for all images and videos on the internet. Only we provide robust, flexible, and intelligent solutions for every business in the world to harness the power of visual media to tell its story. As a single source of truth for brands’ image and video needs, we also provide a comprehensive array of APIs and integrations to transform every brand into a masterful visual storyteller.
If images and video are the electricity powering the new digital world, Cloudinary is the power grid: enabling anyone to easily plug in and “light up” their business with high-impact visual media, without worrying about the science behind the electrical current.
The ideal candidate would have a strong interest in both business and technology and must be comfortable in a customer-facing position. You will be the customer's go-to person for everything Cloudinary-related and should be comfortable with discussing product capabilities and communicating the customer's voice internally.
Responsibilities:
- Oversee the onboarding of new accounts and ensure a successful conclusion
- Be the focal point for the customer’s every need and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions
- Provide technical guidance to developers, product managers, system architects around best practices on how to use our image and video platform
- Nurture the relationship with the customer through ongoing communication and periodic meetings
- Be proactive by looking at usage and drive adoption
- Act as customer advocate internally while effectively collaborating with internal teams including product management, customer support, engineering, sales and finance
- Track & monitor customer status, identify areas of concern and pursue growth and up-sell opportunities
About You:
- 3+ year’s experience as a Customer Success Manager in a SaaS company
- 2+Technical background in web/mobile environment preferably including hands-on coding experience
- Excellent written and verbal communication skills
- A strong individual contributor who drives results
- Enjoys working closely with customers to ensure complete satisfaction
- A proven track record of retaining and growing multiple client relationships
- Must be a team player and able to multi-task.
#LI-BP1
Cloudinary is proud to be an equal opportunity employer dedicated to pursuing a diverse workforce.
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
- 3+ years of experience as a Customer Success Manager in a SaaS company
- 2+ years of technical experience in a web or mobile environment
- Hands-on coding experience
- Excellent written and verbal communication skills
- Ability to work as a strong individual contributor and drive results
- Enjoys working closely with customers to ensure complete satisfaction
- Proven track record of retaining and growing multiple client relationships
- Ability to work as a team player and multitask
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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.
