Strategic Customer Success Manager

Cloudinary•Boston, MA

13d

About The Position

Cloudinary is the Image and Video API platform trusted by millions of developers and over 10,000 companies worldwide. Our powerful tools fuel websites to be faster, richer in user engagement, and breakthrough creativity. With a growing suite of products that support everything from developer efficiency to brand storytelling, Cloudinary is becoming the visual layer of the web. Cloudinary has a globally distributed team across North America, EMEA, and Asia-Pacific, united by a shared commitment to building smart, scalable technology and a culture rooted in humility, curiosity, and collaboration. At Cloudinary, we celebrate Life & Work. We believe in healthy growth, working with purpose, and creating meaningful value. If you’re looking for a place where your voice matters and your work truly makes an impact, this may be the opportunity for you.

Requirements

Experience with managing Strategic accounts
Great relationship-building skills, demonstrated success in expanding relationships
Strategic thinking and long term planning capabilities
Ability to lead cross-functional teams: make an impact on the product roadmap, influence internal teams, promote new processes and workflows within the organization
Track record in growing adoption and expansion

Responsibilities

Strategic account management
Manage a portfolio of Strategic accounts
Develop the playbook, tools, and processes for managing Strategic accounts ($500k+ ARR)
Help onboard and mentor new CSMs
Drive cross-functional/ cross-team initiatives for process improvements / function as SME
Build rapport and trusting/engaged relationships; regular monthly meetings and onsite travel (meet each in-person at least 2-4x per year)
Effective communication with executive-level stakeholders and decision-makers, develop new relationships and opportunities
Deep understanding of the customer motivations, pain points, business drivers, internal and external (public news, industry trends)
Build long term (1-2 years) adoption strategy; develop and execute success/action plans to fulfill customer business goals
Advocate with internal teams and lead cross-functional initiatives; facilitate a strong relationship with Product and influence over the roadmap
Closely collaborate with sales during handoff and for exploring growth opportunities