Commercial Customer Success Manager (Self Service)

Cloudinary; City Of London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading cloud-based company in the City of London is looking for a Self-Service Customer Success Manager. This role focuses on enhancing customer experiences for high-value self-service customers, driving conversions, and reducing churn in a dynamic environment. Candidates should have at least 4-5 years of experience in a customer-facing SaaS role, strong communication skills, and an ability to thrive with measurable success metrics. Join us to make a significant impact in customer success.

Qualifications

• 4-5+ years in a customer-facing SaaS role.
• Strong sense of ownership and team collaboration.
• Ability to manage multiple projects with attention to detail.

Responsibilities

• Decrease churn of high paying Self Service customers.
• Increase growth of Self Service customers contacted.
• Own 'Contact Us' leads for Self Service.

Skills

Customer communication styles

Customer relationship management

Project management

Data analysis

Tools

CRM software

Customer Success software

Job description

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Cloudinary is seeking a Self-Service Customer Success Manager. You will serve as the strategic, proactive partner for our high-value self-service customers, accelerating conversions, uncovering growth opportunities, and reducing churn within a fast-moving, rapidly evolving program. This role combines customer relationship management, commercial conversations, and data-driven insights to ensure our self-service customers receive meaningful, scalable touchpoints that enhance their experience and maximize their long-term success.

Responsibilities

• How would we measure success?
• Decrease churn of high paying Self Service customers contacted
• Increase growth (upgrades/expansion/increased usage that incurs in additional PAYG payment/opportunities opened) of Self Service customers contacted
• Own "Contact Us" leads that are Self Service sized.
• Increase % success rate of signing up self service paying customers from the "contact us" funnel.

About you

• What are the requirements
• 4-5+ years of experience in a customer-facing role within the SaaS industry that included: Commercial discussions and account reviews and customer relationships management
• Demonstrated ingenuity in customer communication styles to demonstrate product adoption and growth
• Self-motivated and positive demeanor, strong sense of ownership
• Team player, multiple stakeholders (CS, Sales, Self Service Team, Product..)
• Comfortable dealing with ambiguity and change, working within a quickly evolving program
• Proven ability to manage projects simultaneously, with attention to detail and organizational skills
• Thrives with measurable success metrics
• Nice to have:
  • Experience with CRM and Customer Success software
  • Comfortable analyzing/interpreting usage data to determine best path forward

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. 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.