About this role.
Cloudinary is hiring a Technical Customer Success Manager to own post-sales relationships for enterprise customers using its image, video, and digital asset management platform. The role blends technical advisory work with customer-success ownership, including adoption planning, health monitoring, renewals, escalations, and expansion support. The successful candidate will collaborate closely with Sales, Support, Professional Services, Product, and R&D while serving technical and business stakeholders. Candidates need at least three years of SaaS customer success experience, strong API, web, or cloud-platform fluency, and experience supporting enterprise renewals. This is an individual-contributor position with up to 20% travel.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Sample interview questions
I would begin by aligning with the customer’s business objectives, technical architecture, key use cases, stakeholders, and success metrics. I would translate those findings into a documented plan with implementation milestones, adoption targets, ownership, risks, and a regular review cadence. I would also establish baseline usage and health measures so progress and value can be demonstrated over time.
I would monitor product usage, support trends, stakeholder engagement, unresolved technical blockers, and progress against the customer’s intended outcomes. After validating the risk, I would engage the appropriate customer sponsors, clarify root causes, and create a recovery plan with measurable actions and dates. I would coordinate internally with Support, Product, Professional Services, and Sales to ensure accountability and communicate progress consistently.
I connect technical capabilities to business outcomes rather than leading with implementation details. For example, I would explain how automated image transformation can improve page performance, brand consistency, and team efficiency, then provide the technical depth needed for developers separately. I confirm understanding by tailoring documentation, examples, and follow-up actions to each audience.
I prepare a clear value narrative supported by adoption data, outcomes achieved, resolved challenges, and the customer’s future priorities. I partner with the account manager to understand commercial objectives and identify any technical risks or expansion opportunities before discussions begin. During the process, I remain focused on proving value, resolving product concerns, and maintaining trust with technical champions and executive stakeholders.
I would segment accounts by renewal timing, health, strategic value, adoption stage, and urgency of open risks. I use a structured operating rhythm with account plans, CRM hygiene, scheduled business reviews, and proactive outreach triggered by health signals. I would escalate critical blockers early and protect time for both reactive customer needs and strategic adoption work.
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.
Cloudinary is looking for a Technical Customer Success Manager to help enterprise customers maximise the value of our Image, Video and Digital Asset Management (DAM) platform.
As the primary point of contact for a portfolio of customers, you will build trusted relationships with technical and business stakeholders, helping them successfully adopt Cloudinary’s solutions and achieve their business objectives. Working closely with Sales, Support, Professional Services, Product and R&D teams, you will proactively drive product adoption, customer satisfaction, conduct renewals and lead expansion opportunities.
This is a customer-facing, individual contributor role suited to someone who enjoys solving technical and business challenges while building long-term customer relationships.
Responsibilities:
- Manage a portfolio of enterprise customers throughout their post-sales journey.
- Serve as the primary technical point of contact, building trusted relationships with customer stakeholders.
- Guide customers on best practices for implementing and using Cloudinary’s Image, Video and Digital Asset Management solutions.
- Deliver 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 to support 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.
About You:
- 3+ years’ experience in Customer Success or Technical Customer Success within a SaaS environment.
- Experience managing big enterprise customer relationships and supporting successful renewals.
- Technical aptitude with 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 the Sales Representative
- Strong customer communication and relationship management skills.
- Comfortable 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.
- Willingness to travel up to 20% as required.
Preferred Qualifications
- Experience with Digital Asset Management (DAM), media platforms, image or video technologies.
- Familiarity with CDN, cloud or developer-focused technologies.
- Experience working with enterprise SaaS customers.
Compensation
Additional Information
#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.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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