Enterprise Technical Customer Success Manager

Cloudinary Ltd.; United States; On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Sponsored medical, dental, and vision

HSA contribution

401k matching

Development stipend

Catered lunches or food stipend

Job summary

Cloudinary is seeking a Technical Customer Success Manager to drive value for enterprise customers post-sale. You will be the primary technical contact, guiding adoption of Cloudinary's Image, Video and DAM solutions, conducting business reviews and helping customers realize successful renewals.

You will collaborate with Sales, Support, Professional Services, Product and R&D to monitor health metrics, identify risks and expand opportunities. Travel up to 20% may be required.

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 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

SaaS

Enterprise relationships

Technical communication

Tools

CRM systems

Job description

Cloudinary is seeking a Technical Customer Success Manager to drive value for enterprise customers post-sale. You will be the primary technical contact, guiding adoption of Cloudinary's Image, Video and DAM solutions, conducting business reviews and helping customers realize successful renewals.

You will collaborate with Sales, Support, Professional Services, Product and R&D to monitor health metrics, identify risks and expand opportunities. Travel up to 20% may be required.