Serve as a strategic partner for high-value self-service customers by enhancing their experience, maximizing long-term success, and driving growth and product adoption.
Cloudinary is seeking a Self-Service Customer Success Manager. You will serve as the strategic, proactive partner for our high-value self-service customers, accelerating conversions, uncovering growth opportunities, and reducing churn within a fast-moving, rapidly evolving program. This role combines customer relationship management, commercial conversations, and data-driven insights to ensure our self-service customers receive meaningful, scalable touchpoints that enhance their experience and maximize their long-term success
Responsibilities:
How would we measure success?
Decrease churn of high paying Self Service customers contacted
Increase growth (upgrades/expansion/increased usage that incurs in additional PAYG payment/opportunities opened) of Self Service customers contacted
Own “Contact Us” leads that are Self Service sized.
Increase % success rate of signing up self service paying customers from the “contact us” funnel.
About you:
What are the requirements
4-5+ years of experience in a customer-facing role within the SaaS industry that included: Commercial discussions and account reviews and customer relationships management
Demonstrated ingenuity in customer communication styles to demonstrate product adoption and growth
Self-motivated and positive demeanor, strong sense of ownership
Team player, multiple stakeholders (CS, Sales, Self Service Team, Product..)
Comfortable dealing with ambiguity and change, working within a quickly evolving program
Proven ability to manage projects simultaneously, with attention to detail and organizational skills
Thrives with measurable success metrics
You have a strong track record of working toward revenue-linked (NDR/NRR/GRR) KPIs
Your background includes driving product adoption across your customer base
You have overseen a high-volume portfolio of hundreds customers, with a total book of business exceeding $1M
Nice to have:
Experience with CRM and Customer Success software
Comfortable analyzing/interpreting usage data to determine best path forward
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