Technical Customer Success Manager

Role overview

As a Technical Customer Success Manager at Cloudinary (full remote), you will be the primary point of contact for a portfolio of enterprise customers. You’ll help them successfully adopt Cloudinary’s solutions, improve product adoption, maintain customer satisfaction, and drive renewals and expansion.

Key missions

• Manage an enterprise customer portfolio throughout the post-sales lifecycle, building trust with stakeholders.
• Provide technical guidance and best practices for implementation and usage of Cloudinary solutions.
• Monitor customer health (using metrics/data) and identify opportunities.
• Develop and execute Customer Success plans to increase adoption and support successful renewals.

Responsibilities (customer-facing)

• Lead renewals in collaboration with internal teams, including providing the technical perspective.
• Drive product adoption and support expansion opportunities.
• Work closely with internal teams to ensure customer outcomes.

Requirements

• 3+ years in Customer Success or Technical Customer Success in a SaaS environment.
• Comfortable using customer data and health metrics to prioritize engagement and drive adoption.
• Experience conducting renewal negotiations from the technical side alongside Sales.
• Strong enterprise relationship management and ability to support successful renewals.
• Technical aptitude with experience working with SaaS platforms (e.g., APIs, web technologies, or cloud-based applications).
• Experience collaborating with technical stakeholders (developers, architects, or engineering teams).
• Willingness to travel up to 20%.
• Strong communication, organization, and ability to manage multiple accounts simultaneously.

Nice to have

• Familiarity with CDN, cloud, and developer-focused technologies.
• Experience with Digital Asset Management (DAM), media platforms, and image/video technologies.