Technical Customer Success Manager

Cloudinary•New York, NY

About The Position

Cloudinary is seeking a Technical Customer Success Manager to help enterprise customers maximize the value of its Image, Video, and Digital Asset Management (DAM) platform. This customer-facing individual contributor manages a portfolio of customers throughout their post-sales journey and serves as the primary technical point of contact for customer stakeholders. The role builds trusted relationships, guides adoption and implementation, and helps customers achieve their business objectives. Working closely with Sales, Support, Professional Services, Product, and R&D, the Technical Customer Success Manager proactively drives product adoption and customer satisfaction, supports renewals, and leads expansion opportunities. The position requires residence in New York or New Jersey and travel of up to 20% as required.

Requirements

7+ years of experience in Customer Success or Technical Customer Success within a SaaS environment.
Experience with Customer Success Manager processes and practices.
Experience managing large enterprise customer relationships and supporting successful renewals.
Technical aptitude and 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 a Sales Representative.
Strong customer communication and relationship management skills.
Comfort 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.
Must live in New York or New Jersey.
Willingness to travel up to 20% as required.

Nice To Haves

Experience with Digital Asset Management (DAM), media platforms, or image or video technologies.
Familiarity with CDN, cloud, or developer-focused technologies.
Experience working with enterprise SaaS customers.

Responsibilities

Manage a portfolio of enterprise customers throughout their 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.
Conduct 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 on 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.