Technical Customer Success Manager

Cloudinary is the Image and Video API platform trusted by millions of developers and over 10,000 companies worldwide. Our powerful tools fuel websites to be faster, richer in user engagement, and breakthrough creativity. With a growing suite of products that support everything from developer efficiency to brand storytelling, Cloudinary is becoming the visual layer of the web.Cloudinary has a globally distributed team across North America, EMEA, and Asia-Pacific, united by a shared commitment to building smart, scalable technology and a culture rooted in humility, curiosity, and collaboration. At Cloudinary, we celebrate Life & Work. We believe in healthy growth, working with purpose, and creating meaningful value. If you’re looking for a place where your voice matters and your work truly makes an impact, this may be the opportunity for you.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 successfully adopt Cloudinary's solutions and achieve their business objectives. Working closely with Sales, Support, Professional Services, Product and R&D teams, you will proactively drive product adoption, customer satisfaction, conduct renewals and lead expansion opportunities.This is a customer-facing, individual contributor role suited to someone who enjoys solving technical and business challenges while building long-term customer relationships.Responsibilities:Manage a portfolio of enterprise customers throughout their post-sales journeyServe as the primary technical point of contact, building trusted relationships with customer stakeholdersGuide customers on best practices for implementing and using Cloudinary's Image, Video and Digital Asset Management solutionsDeliver regular customer engagements, including business reviews, adoption planning and technical guidance sessionsMonitor customer health, product usage and adoption metrics to identify opportunities and potential risksDevelop and execute customer success plans to increase product adoption and support successful renewalsIdentify customer growth opportunities and partner with Account Managers to support expansion conversationsEscalate customer issues when appropriate and coordinate with internal teams to drive timely resolutionCapture customer feedback and share relevant insights with Product and Engineering teamsMaintain accurate customer account information, success plans and activity within CRM and Customer Success platformsAbout You:3+ years' experience in Customer Success or Technical Customer Success within a SaaS environmentExperience managing big enterprise customer relationships and supporting successful renewalsTechnical aptitude with experience working with SaaS platforms: APIs, web technologies or cloud-based applicationsExperience working with technical stakeholders, including developers, architects or engineering teamsExperience conducting renewal negotiations from the technical side with the Sales RepresentativeStrong customer communication and relationship management skillsComfortable using customer data and health metrics to prioritize engagement and improve adoptionHighly organized with the ability to manage multiple customer accounts simultaneouslySelf-motivated, collaborative and focused on delivering an excellent customer experienceWillingness to travel up to 20% as requiredPreferred QualificationsExperience with Digital Asset Management (DAM), media platforms, image or video technologiesFamiliarity with CDN, cloud or developer-focused technologiesExperience working with enterprise SaaS customersWe have you in mind. As an employee, you will experience many benefits, including:Awesome technologyTop-talent peers100% sponsored medical, dental, and vision plans for employees & familyHSA company contributionMatching 401k programRobust vacation & wellness policyAnnual development stipendCatered lunches or a food stipendCloudinary is proud to be an equal-opportunity employer dedicated to pursuing a diverse workforce.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.