[Hiring] Technical Customer Success Manager @Cloudinary

Role Description

The ideal candidate would have a strong interest in both business and technology and must be comfortable in a customer-facing position. You will be the customer's go-to person for everything Cloudinary-related and should be comfortable with discussing product capabilities and communicating the customer's voice internally.

• Manage a high-volume portfolio of accounts
• Identify customer needs, map them to solutions, and guide customers to resolution quickly and effectively
• Introduce relevant next use cases to drive continued adoption and value realization
• Build working solutions for customers using Cloudinary APIs, SDKs, webhooks, and integrations, including code samples, proofs of concept, and troubleshooting of customer implementations
• Collaborate closely with AMs to support active opportunities and at-risk accounts
• Maintain clear and consistent documentation of engagements, including sentiment and outcomes
• Use AI to maximize operational efficiency in prep, follow-up, documentation, and signal triage
• Provide feedback to Product, Marketing, and Education teams based on recurring customer needs and trends
• Contribute to the development and refinement of Digital playbooks, automations, resources, and scalable solutions (guides, training, etc.)

• Execute a transactional engagement model with short-cycle engagements (2-4 weeks) to resolve specific adoption blockers or use cases
• Prioritize interactions using playbooks, campaigns, and inbound signals (AMs, Support), based on:
  • Active sales opportunities (non-renewal)
  • At-risk signals
  • Campaign or product-driven initiatives
• Lead efficient, solution-oriented customer meetings (typically 30-60 minutes)
• Provide clear, actionable guidance and resources, including writing or reviewing code, then hand it back so customers can move forward independently
• Balance multiple concurrent engagements while maintaining speed and quality
• Re-engage customers as new needs arise

Qualifications

• Strong technical background, including hands-on experience building solutions with APIs and SDKs (JavaScript, Python, or similar)
• Ability to design solutions across the full Cloudinary feature set and debug customer implementations
• Experience as a CSM, SE, or TAM at Cloudinary or similar SaaS environment
• Strong understanding of Cloudinary products and use cases (or ability to ramp quickly)
• Proven experience using AI to maximize operational efficiency, with examples
• Proven ability to manage a high volume of customer interactions effectively
• Strong problem-solving skills with a focus on identifying and resolving customer pain points quickly
• Excellent communication skills, with the ability to guide customers to clear outcomes in short engagements
• Ability to prioritize and manage multiple concurrent transactions
• Comfortable operating in a fast-paced, scalable engagement model with less structured, ongoing relationships
• Track record of driving product adoption and customer value, leading to retention and growth

Benefits

• Awesome technology
• Top-talent peers
• 100% sponsored medical, dental, and vision plans for employees & family
• HSA company contribution
• Matching 401k program
• Robust vacation & wellness policy
• Annual development stipend
• Catered lunches or a food stipend

Company Description

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.

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.

Cloudinary was founded in 2012 to solve a simple problem: making it an easy platform to manage images & videos. Over the years we evolved into a $120 million+ annual recurring revenue business serving 10,000 companies across industries.

Cloudinary is now the foundational technology for all images and videos on the internet, providing robust, flexible, and intelligent solutions for every business in the world to harness the power of visual media.