Technical Customer Success Manager

🔥 3 minutes ago

🏖️ New Jersey, New York – Remote

🏖️ New Jersey – Remote 🗽 New York – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

🧑‍🔧 Technical Customer Success Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Cloudinary

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

☁️ SaaS

🔌 API

🛍️ eCommerce

💰 $100M Secondary Market on 2022-02

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.

📋 Description

• 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

🎯 Requirements

• MUST LIVE IN NEW YORK OR NEW JERSEY • 7+ years' experience in Customer Success or Technical Customer Success within a SaaS environment • Experience in CSM processes and practices • 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 • Familiarity with CDN, cloud or developer-focused technologies • Experience working with enterprise SaaS customers

🏖️ Benefits

• 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