Technical Customer Success Manager

Summary

Cloudinary provides an Image, Video, and Digital Asset Management platform for developers and enterprises. The Technical Customer Success Manager will manage enterprise customer relationships, guide technical adoption, monitor customer health, support renewals and expansions, and coordinate with internal teams to resolve issues and improve customer outcomes.

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

• 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
• Experience with Digital Asset Management (DAM), media platforms, image or video technologies
• Familiarity with CDN, cloud or developer-focused technologies
• Experience working with enterprise SaaS customers

Qualifications

Must Haves

• 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

Nice to Haves

• Experience with Digital Asset Management (DAM), media platforms, image or video technologies
• Familiarity with CDN, cloud or developer-focused technologies
• Experience working with enterprise SaaS customers

Benefits

• Awesome technology
• Top-talent peers
• 100% sponsored medical, dental, and vision plans for employees & family
• HSA company contribution
• Matching 401k program
• Robust vacation & wellness policy
• Annual development stipend
• Catered lunches or a food stipend