Technical Customer Success Manager

Job description

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 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. ### About You: - 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. ### Preferred Qualifications - 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.