Technical Customer Success Manager

Responsibilities

• Manage a high-volume portfolio of accounts (details below)
• 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.)

Digital Account Management

• 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

About You

• 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

#LI-BP1

We have you in mind. As an employee, you will experience many benefits, including:

• 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

Cloudinary is proud to be an equal-opportunity employer dedicated to pursuing a diverse workforce.