Cloudinary - Technical Customer Success Manager
Requirements
• 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. • 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. • We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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.
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