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Technical Customer Success Manager

2 months, 3 weeks ago
United States
Full-time
Mid Level
Technical Account Manager
Customer and Technical Support
CDN CRM
Apply Now
Cloudinary

Cloudinary

Cloudinary is a top SaaS provider for image and video management, optimizing media delivery to enhance user experiences.

Internet Software & Services
251-1K
Founded 2011
View All Jobs 2

Description

  • Manage a portfolio of enterprise customers throughout the post-sales journey.
  • Serve as the primary technical point of contact and build trusted relationships with customer stakeholders.
  • Guide customers on best practices for implementing and using Cloudinary's Image, Video and Digital Asset Management solutions.
  • Deliver business reviews, adoption planning, and technical guidance sessions.
  • Monitor customer health, product usage, and adoption metrics to identify risks and opportunities.
  • Develop and execute customer success plans to increase adoption and support renewals.
  • Identify growth opportunities and partner with Account Managers on expansion discussions.
  • Escalate customer issues and coordinate with internal teams to resolve them.
  • Capture customer feedback and share insights with Product and Engineering teams.
  • Maintain accurate account information, success plans, and activities in CRM and Customer Success systems.

Requirements

  • 3+ years of experience in Customer Success or Technical Customer Success in a SaaS environment.
  • Experience managing enterprise customer relationships and supporting successful renewals.
  • Technical aptitude with SaaS platforms, APIs, web technologies, or cloud-based applications.
  • Experience working with technical stakeholders such as developers, architects, or engineering teams.
  • Experience conducting renewal negotiations from the technical side with a 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 (preferred).
  • Familiarity with CDN, cloud, or developer-focused technologies (preferred).
  • Experience working with enterprise SaaS customers (preferred).

Benefits

  • 100% sponsored medical, dental, and vision plans for employees and family.
  • HSA company contribution.
  • Matching 401(k) program.
  • Robust vacation and wellness policy.
  • Annual development stipend.
  • Catered lunches or a food stipend.
  • Access to strong technology and top-talent peers.

Interested in this position?

Apply directly on the company website

Apply Now

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