Cloudinary is seeking a senior-level Technical Customer Success Manager to join our customer service team in the USA. In this individual contributor role, you will act as the primary point of contact for a portfolio of enterprise customers, helping them maximize the value of our image, video, and Digital Asset Management platform.
Key Responsibilities for the Technical Customer Success Manager Role
- Manage enterprise customers throughout their post-sales journey and build trusted relationships with technical and business stakeholders.
- Guide customers on implementation best practices and deliver regular engagements such as business reviews and technical guidance sessions.
- Monitor product usage and health metrics to develop success plans, drive adoption, and support renewals and expansion opportunities in partnership with Sales.
- Coordinate with internal teams including Support, Professional Services, Product, and R&D to resolve issues and share customer feedback.
- Maintain accurate account records in CRM and Customer Success platforms.
Candidate Requirements
- 3+ years of experience in Customer Success or Technical Customer Success within a SaaS environment.
- Experience managing enterprise customer relationships, handling renewals, and working with technical stakeholders like developers and architects.
- Technical aptitude involving SaaS platforms, APIs, web technologies, or cloud-based applications.
- Strong communication, organizational, and relationship management skills, with a willingness to travel up to 20% as required.
Preferred qualifications include experience with Digital Asset Management, media platforms, CDNs, or developer-focused technologies. Education requirements are not specified for this position.