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:
- EAST COAST ONLY
- 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 a 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 overseen a high-volume portfolio of 40+ customers, with a total book of business exceeding $1M
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