Serve as the primary contact for Cloudinary's customers, providing expert guidance and driving product adoption to enhance customer retention and revenue growth.
The ideal candidate brings a strong interest in both business and technology and thrives in a customer-facing role. In this position, you will serve as the primary point of contact for all things Cloudinary, effectively communicating product capabilities and representing the customer’s voice within the organization.
Success in this role will be measured by your ability to retain customers and drive both revenue growth and product adoption.
Responsibilities:
Serve as the primary point of contact and trusted advisor for customer technical stakeholders, deeply understanding their business needs and aligning them with our solutions
Provide expert technical guidance to developers, product managers, system architects, and marketers on best practices for leveraging our Image, Video, and Asset solutions
Nurture strong customer relationships through ongoing communication, regular meetings, and proactive support to ensure satisfaction and retention
Identify and pursue expansion and upsell opportunities in collaboration with the sales team, leveraging scaled customer success motions to drive revenue growth
Drive product adoption and maximize value realization by monitoring customer usage trends and deploying proactive, automated interventions
Track customer health using analytics and segmentation, identifying risks early and executing mitigation strategies to ensure long-term success
Act as the voice of the customer internally, synthesizing insights from interactions and data to influence product development, support initiatives, and sales strategies
About you:
3+ years of experience as an Enterprise Customer Success Manager in a SaaS company
Proven track record of retaining and growing multiple customer relationships
Experience with technical SaaS products; familiarity with web/mobile environments, APIs, DAM, and cloud-based technologies is a strong plus
Excellent communication skills with the ability to engage effectively with enterprise customers
Highly organized, self-motivated, and results-driven individual contributor
Data-driven approach, leveraging customer insights and segmentation to tailor and optimize engagement strategies
Minimal travel required (up to 10%, as needed)
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 managed a portfolio of 15+ major enterprise accounts, including big corporates (Fortune500), with a total book of business exceeding $4M
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