Senior Customer Success Operations Manager

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September 24

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Cloudinary

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SaaS • API • eCommerce

Cloudinary is a leading provider of a cloud-based platform that allows businesses and developers to manage, transform, and deliver rich media content including images and videos. The platform offers a range of solutions such as digital asset management (DAM), programmable media APIs, low-code workflow automation, and generative AI for media content. Cloudinary's services are designed to enhance performance, streamline workflows, and improve user experience with tools that include automated image transformations, video APIs, and AI-powered optimizations. Trusted by over 2 million developers and 10,000 enterprises, Cloudinary caters to various industries including media and entertainment, retail, and e-commerce, offering seamless integration capabilities for various technology stacks.

201 - 500 employees

Founded 2012

☁️ SaaS

🔌 API

🛍️ eCommerce

💰 $100M Secondary Market on 2022-02

📋 Description

• Report to the Global Director of CS Operations and Insights. • Own end-to-end delivery of CS Ops projects from intake and prioritisation to rollout, enablement, and measurement. • Co-manage and run the CS Ops service desk — triaging requests, handling feature improvements, and ensuring timely resolutions. • Support and optimise key CS tools: Zendesk, Vitally, Intercom, Rocketlane, Zapier, Jira and Salesforce. • Partner with CS leadership to translate business requirements into scalable processes, tools, and insights. • Create and deploy dashboards, workflows and playbooks to deliver customer value across the CS organisation. • Collaborate with internal MIS and Procurement teams on systems, integrations, and vendor management. • Develop and maintain reporting to support data-driven decisions across the CS organisation. • Act as a trusted partner and advisor to CS colleagues, leadership, and cross-functional teams to enable efficiency and growth. • Identify opportunities for automation, consistency, and simplification, including leveraging AI tools like ChatGPT and Google Gemini.

🎯 Requirements

• East Coast Based • 3–5+ years of experience in a Customer Success Operations role, ideally within a SaaS environment. • Strong communication and stakeholder management skills. • Proven track record in owning and delivering operational projects end-to-end. • Hands-on experience with CS tools such as Zendesk, Vitally, Intercom, Rocketlane, Zapier, Jira and Salesforce (although SFDC is a nice-to-have) • Exceptional problem-solving, project management, and organisational skills with excellent attention to detail. Working knowledge of the Software Development Life Cycle (SDLC) would be advantageous. • Solid working knowledge of SaaS business models, CS workflows, and CS success metrics and KPIs such as NPS, NRR, CLTV and CSAT. • Experience with creating Standard Operating Procedures (SOPs) and working to Service Level Agreements (SLAs). Self-starter, proactive, and confident working independently in a fast-paced environment. • Technical aptitude with the ability to learn new technologies quickly. Experience using SQL and BI tools such as Qlik. • Excellent written and spoken English. • Comfortable working across cross-functional teams and influencing without authority.