Technical Customer Success Manager

Jobtailor

San Jose (CA)

On-site

USD 90,000 - 130,000

Full time

14 days+

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Job summary

Jobtailor is seeking a Customer Success professional to manage a portfolio of enterprise customers post-sale, serving as the technical lead and trusted advisor on Cloudinary-like DAM solutions. You will guide adoption, plan reviews, and health metrics to prevent churn.

You will collaborate with Account Managers to identify growth opportunities, coordinate renewals, and escalate issues while maintaining accurate CRM records and driving customer-centric outcomes.

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.
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.

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 Customer Success

SaaS Platforms

Customer Communication

Relationship Management

Tools

CRM Platforms

Customer Success Platforms

APIs

Job description

• 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.

Requirements

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
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.

Core Competencies

Demonstrates expertise in managing enterprise customer relationships within a SaaS environment, focusing on customer success, product adoption, and renewal strategies. Proficient in utilizing customer data and health metrics to enhance engagement and drive successful outcomes.

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