Technical Customer Success Manager
New
C
CloudinarySaaS, Media Tech
United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3+ years
- Required Skills
- RESTful APIsAccount ManagementRelationship managementCustomer SuccessSaaS
Requirements
- 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.
- Experience with Digital Asset Management (DAM), media platforms, image or video technologies (preferred).
- Familiarity with CDN, cloud or developer-focused technologies (preferred).
- Experience working with enterprise SaaS customers (preferred).
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.
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