Technical Customer Success Manager

Cloudinary provides an image and video API platform. The Technical Customer Success Manager oversees customer onboarding, adoption, and retention, provides technical guidance, and advocates for customers while collaborating with internal teams.

Responsibilities:

• Oversee the onboarding of new accounts and ensure a successful conclusion
• Be the focal point for the customer’s every need and become a trusted advisor with customers by deeply understanding their business and aligning their needs with our solutions
• Provide technical guidance to developers, product managers, system architects around best practices on how to use our image and video platform
• Nurture the relationship with the customer through ongoing communication and periodic meetings
• Be proactive by looking at usage and drive adoption
• Act as customer advocate internally while effectively collaborating with internal teams including product management, customer support, engineering, sales and finance
• Track & monitor customer status, identify areas of concern and pursue growth and up-sell opportunities

Requirements:

• The ideal candidate would have a strong interest in both business and technology and must be comfortable in a customer-facing position
• 3+ year's experience as a Customer Success Manager in a SaaS company
• 2+Technical background in web/mobile environment preferably including hands-on coding experience
• Excellent written and verbal communication skills
• A strong individual contributor who drives results
• Enjoys working closely with customers to ensure complete satisfaction
• A proven track record of retaining and growing multiple client relationships
• Must be a team player and able to multi-task