Digital Customer Success Manager
Cloudinary
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Take ownership of all KPIs that pertain to a given customer segment
- Set the overall vision and strategy for a given customer segment, focusing on driving product adoption, customer retention, net growth and generally improving customer experience.
- Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
- Collaborate with cross-functional teams to develop specific short- and long-term account plans that meet the needs of customers while maximizing customer revenue and retention
- Help overcome operational and process oriented gaps to optimize team efficiency
- Serve as the focal point for all customer segment related escalations
- Track and monitor the health of Cloudinary’s customer base; mitigating risks and capitalizing on opportunities
- Continuously identify and flag process improvements to CS leadership while providing viable solutions.
- Familiarize yourself with Cloudinary’s product and stay up to speed with new developments
- Discover new ways to continuously offer greater value for our clients - “a stay Hungry attitude”
- Nurture your team's strengths and help develop their weaknesses
- Embody company culture and maintain high team engagement
Requirements
- 5+ years of experience in Customer Success, Account Management, or scaled customer engagement
- Strong mix of data fluency, operational rigor, and customer-centric thinking
- Comfortable managing a large portfolio through both digital and direct outreach
- Use data to prioritize actions, partner effectively across teams, and continuously refine processes that improve adoption, retention, and growth
- Clear communication, sound judgment, and the ability to work independently are essential.
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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
customer-centric thinkingclear communicationsound judgmentindependent workteam engagementoperational rigordata fluencycontinuous improvementcollaborationproblem-solving