Enterprise Technical CSM for Image & Video DAM

Medium; Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Sponsored medical/dental/vision plans

HSA contribution

401k matching

Vacation & wellness policy

Development stipend

Lunch stipend

Job summary

Cloudinary is seeking a Technical Customer Success Manager to help enterprise customers maximise the value of our Image, Video and Digital Asset Management platform. You will be the primary technical contact for a portfolio of customers, building trusted relationships and guiding adoption, renewals and expansions.

You will collaborate with Sales, Support, Professional Services, Product and R&D to drive product adoption, monitor health metrics, and coordinate with internal teams to resolve

Qualifications

• 3+ years' experience in Customer Success or Technical Customer Success within a SaaS environment.
• 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.

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.

Skills

Customer Success

Technical aptitude

Renewal negotiations

Relationship management

Data analytics

Organizational skills

Travel readiness

Tools

APIs

Cloud platforms

CRM systems

Job description

Cloudinary is seeking a Technical Customer Success Manager to help enterprise customers maximise the value of our Image, Video and Digital Asset Management platform. You will be the primary technical contact for a portfolio of customers, building trusted relationships and guiding adoption, renewals and expansions.

You will collaborate with Sales, Support, Professional Services, Product and R&D to drive product adoption, monitor health metrics, and coordinate with internal teams to resolve