Enterprise Technical Customer Success Manager (DAM)

Cloudinary

San Jose, Northern (CA, KY)

Hybrid

USD 120,000 - 150,000

Full time

4 days ago

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Benefits offered by this job

Health benefits

401k matching

Paid time off & wellness

Job summary

Cloudinary, a leading Image and Video API platform, seeks a Technical Customer Success Manager to drive value for enterprise customers post-sale. You will be the technical lead, guiding adoption, renewals, and expansion while coordinating with Sales, Support, and Product teams.

You will work with developers, architects, and business stakeholders to optimize use of Cloudinary’s DAM and media solutions, monitor health metrics, and ensure customer satisfaction across a diverse portfolio.

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.
Experience working with technical stakeholders, including developers, architects or engineering teams.
Experience conducting renewal negotiations from the technical side with the Sales Representative

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.