New York/NJ-based Enterprise Technical CSM – DAM & Media

Remote Jobs; New York (NY); Sur place; USD 120 000 - 180 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision insurance for

HSA contribution

401k matching

Vacation & wellness

Development stipend

Catered lunches or food stipend

Résumé du poste

Cloudinary is looking for a Technical Customer Success Manager to help enterprise customers maximise the value of our Image, Video and Digital Asset Management (DAM) platform. As the primary point of contact for a portfolio of customers, you will build trusted relationships with technical and business stakeholders, helping them adopt Cloudinary's solutions and achieve business objectives.

Working closely with Sales, Support, Professional Services, Product and R&D teams, you will proactively

Qualifications

• 7+ years' experience in Customer Success or Technical Customer Success within a SaaS environment.
• Experience in CSM processes and practices.
• 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.
• Strong customer communication and relationship management skills.
• Comfortable using customer data and health metrics to prioritize engagement and improve adoption.
• Highly organized with the ability to manage multiple customer accounts simultaneously.
• Self-motivated, collaborative and focused on delivering an excellent customer experience.
• Willingness to travel up to 20% as required.

Responsabilités

• 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.

Connaissances

Customer success

Enterprise SaaS

Technical aptitude

Renewals negotiations

Stakeholder management

Data-driven decisions

Outils

CRM systems

APIs

Cloud platforms

Analytics tools

Description du poste

Cloudinary is looking for a Technical Customer Success Manager to help enterprise customers maximise the value of our Image, Video and Digital Asset Management (DAM) platform. As the primary point of contact for a portfolio of customers, you will build trusted relationships with technical and business stakeholders, helping them adopt Cloudinary's solutions and achieve business objectives.

Working closely with Sales, Support, Professional Services, Product and R&D teams, you will proactively