Technical Customer Success Manager

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 solutionsProvide expert technical guidance to developers, product managers, system architects, and marketers on best practices for leveraging our Image, Video, and Asset solutionsNurture strong customer relationships through ongoing communication, regular meetings, and proactive support to ensure satisfaction and retentionIdentify and pursue expansion and upsell opportunities in collaboration with the sales team, leveraging scaled customer success motions to drive revenue growthDrive product adoption and maximize value realization by monitoring customer usage trends and deploying proactive, automated interventionsTrack customer health using analytics and segmentation, identifying risks early and executing mitigation strategies to ensure long-term successAct as the voice of the customer internally, synthesizing insights from interactions and data to influence product development, support initiatives, and sales strategiesAbout you:3+ years of experience as a Customer Success Manager in a SaaS companyProven track record of retaining and growing multiple customer relationshipsExperience with technical SaaS products; familiarity with web/mobile environments, APIs, DAM, and cloud-based technologiesExcellent communication skills with the ability to engage effectively with enterprise customersHighly organized, self-motivated, and results-driven individual contributorData-driven approach, leveraging customer insights and segmentation to tailor and optimize engagement strategiesMinimal travel required (up to 10%, as needed)You have a strong track record of working toward revenue-linked (NDR/NRR/GRR) KPIsYour background includes driving product adoption across your customer baseYou have overseen a high-volume portfolio of 50+ customers, with a total book of business exceeding $1M#LI-BP1We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. 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.