SVP, Customer Success & Professional Services

Cloudinary; San Jose (CA); On-site; USD 360,000 - 440,000; Full time

Job summary

Lever, Inc. invites an accomplished executive to lead Customer Success and Professional Services for its enterprise customers.

The SVP will own the enterprise journey from onboarding to expansion, partnering across Sales, Product, Engineering, Support, and Leadership to drive adoption, value realization, and long-term loyalty. You will build and scale global CS, PS, and Education teams, establish governance, health metrics, and enable a scalable organization, with hybrid work requiring at least

Qualifications

• 15+ years of leadership in CS/PS or related roles within enterprise SaaS.
• Experience serving technical buyers.
• Proven success building and scaling global CS organizations.
• Bachelor’s degree or equivalent practical experience.
• Hybrid work model with 2 days/week in San Jose.

Responsibilities

• Define and execute the customer journey strategy to drive adoption, retention, expansion, and long-term value.
• Lead and scale global CS, PS, and Customer Education teams across regions.
• Design and optimize lifecycle programs including onboarding, adoption, renewal readiness, and value realization.
• Drive operational excellence with segmentation, health scoring, analytics, and standardized models.
• Partner with Sales to maximize growth and ensure smooth transitions across lifecycle.
• Collaborate with Product, Engineering, and Support to advocate for customer needs.
• Establish executive relationships with strategic customers as trusted advisor.
• Own metrics like Net Revenue Retention, product adoption, health, and CS utilization.

Skills

Leadership

Executive presence

Strategic thinking

Global scale

Cross-functional leadership

Enterprise SaaS

AI analytics

Education

Bachelor’s degree

Job description

About the Role

We are looking for a SVP, Customer Success & Professional Services to lead and own Cloudinary’s Enterprise Customer Journey, ensuring enterprise customers realize measurable business value throughout their lifecycle with Cloudinary.

Reporting to the Chief Customer Officer, you will own the strategy, operating model, and execution of the enterprise customer journey, from onboarding and implementation through adoption, value realization, and expansion. Your mission is to help customers maximize the value of their investment while building a scalable organization that drives retention, growth, and long-term loyalty.

As a member of the Customer Success leadership team, you will lead a team of CSM’s, who are customer-obsessed and respected by their customers, partner closely with Sales, Support, Product, Engineering, Marketing, Revenue Operations, and Executive Leadership to create seamless customer experiences, accelerate time-to-value, and establish Cloudinary as a strategic partner for our enterprise customers.

This role is ideal for a customer-obsessed executive who combines strategic thinking, operational excellence, commercial acumen, and organizational leadership to build world-class customer experiences at scale.

Responsibilities

• Define and execute Cloudinary’s customer journey strategy, driving customer adoption, retention, expansion, and long-term customer value.

• Lead and scale high-performing global Customer Success Managementת Professional Services and Customer Education organizations across multiple regions, developing leaders and fostering a culture of accountability, collaboration, and customer advocacy.

• Design and optimize customer lifecycle programs, including onboarding, implementation, adoption, success planning, renewal readiness, and value realization.

• Drive operational excellence through customer segmentation, health scoring, lifecycle automation, AI-enabled engagement, customer analytics, and standardized operating models.

• Partner with Sales to maximize customer growth opportunities while ensuring seamless transitions across the customer lifecycle.

• Collaborate closely with Product, Engineering, and Support to advocate for customer needs, influence product strategy, and improve the overall customer experience.

• Establish executive relationships with strategic customers, acting as a trusted advisor during critical milestones and complex business engagements.

• Own business performance across customer success metrics including Net Revenue Retention, product adoption, customer health, time-to-value, Professional Services utilization, and customer satisfaction.

You Bring

• 15+ years of leadership experience in Customer Success, Professional Services, Technical Account Management, or related customer-facing functions within enterprise SaaS.

• Experience serving technical buyers who get technical value out of their products.

• Proven success building and scaling global Customer Success organizations supporting complex enterprise customers.

• Strong understanding of enterprise customer lifecycle management, adoption strategies, value realization frameworks, and recurring revenue business models.

• Experience leading Professional Services organizations responsible for enterprise implementations, consulting engagements, and customer onboarding.

• Demonstrated ability to improve Net Revenue Retention, customer adoption, expansion, and long-term customer outcomes through scalable operating models.

• Experience leveraging AI, automation, customer intelligence platforms, and analytics to improve customer engagement and organizational efficiency.

• Strong executive presence with the ability to build trusted relationships with C-level customer stakeholders and influence internal executive teams.

• Exceptional cross-functional leadership and collaboration skills across Sales, Product, Engineering, Support, Marketing, and Operations.

• Experience leading geographically distributed organizations within high-growth global SaaS businesses.

• Bachelor’s degree or equivalent practical experience.

• Hybrid 2 days from the San Jose office minimum per week.

Nice to Have

• Experience working with developer platforms, APIs, cloud technologies, digital asset management, or enterprise infrastructure products.

• Contributions to Customer Success thought leadership, customer experience communities, or industry best practices.

• MBA or similar degree.

Salary range -

$360,000 - $440,000
25% Annual Bonus and Option plan and benefits