Technical Customer Success Manager

Cloudinary is the Image and Video API platform trusted by millions of developers and over 10,000 companies worldwide. The Technical Customer Success Manager will help enterprise customers maximize the value of Cloudinary's platform by building trusted relationships and driving product adoption, customer satisfaction, and expansion opportunities.

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

Requirements:

• 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
• 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