Cloudinary

Technical Customer Success Manager

Job Description

We are looking for a Technical CSM, you’ll help customers succeed by leveraging automation, data, and digital engagement. You’ll provide technical guidance, proactively drive adoption, and identify expansion opportunities—all at scale. Plus, you’ll collaborate with internal teams to ensure customer feedback shapes our product and strategy.


Responsibilities:
  • Manage the customer lifecycle at scale, ensuring a seamless transition from adoption through adoption and maturity through automated and well-timed personal engagement, in conjunction with other Scaled team members
  • Leverage automation, digital programs, and data-driven insights to ensure customers achieve their desired business outcomes and goals
  • Act as a trusted advisor by developing scalable content that aligns customer needs with our solutions
  • Provide technical guidance at scale, helping developers, product managers, and system architects around best practices on how to use our image and video platform
  • Proactively drive adoption by monitoring customer usage trends and deploying automated interventions to maximize value realization
  • Serve as a customer advocate internally, synthesizing insights from customer interactions and usage data to influence product development, support and sales strategies
  • Track customer health using analytics and segmentation, identifying risks early and implementing proactive mitigation strategies
  • Identify expansion and upsell opportunities through scaled motions, in collaboration with sales to drive revenue growth

    • About You:
  • 2+ years experience as a Customer Success Manager, Scaled CSM, or Digital CS in a SaaS company
  • Experience with a technical SaaS product, with experience in web/mobile environments, APIs, and cloud-based technologies as a plus
  • Strong communication skills, with ability to engage customers effectively through digital and scalable programs
  • Highly organized, self-driven, and results-oriented with the ability to manage multiple customers simultaneously
  • A data-driven mindset, leveraging customer insights and segmentation to optimize engagement strategies
  • Minimal travel required (up to 10%, as needed)

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