Strategic Customer Success Manager

Cloudinary

full-time

Posted on: 1/16/2026

Location Type: Remote

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About the role

Manage a portfolio of Strategic accounts
Develop the playbook, tools, and processes for managing Strategic accounts ($500k+ ARR)
Help onboard and mentor new CSMs
Drive cross-functional/ cross-team initiatives for process improvements / function as SME
Build rapport and trusting/engaged relationships; regular monthly meetings and onsite travel (meet each in-person at least 2-4x per year)
Effective communication with executive-level stakeholders and decision-makers, develop new relationships and opportunities
Deep understanding of the customer motivations, pain points, business drivers, internal and external (public news, industry trends)
Build long term (1-2 years) adoption strategy; develop and execute success/action plans to fulfill customer business goals
Advocate with internal teams and lead cross-functional initiatives; facilitate a strong relationship with Product and influence over the roadmap
Closely collaborate with sales during handoff and for exploring growth opportunities

Experience with managing Strategic accounts
Great relationship-building skills, demonstrated success in expanding relationships
Strategic thinking and long term planning capabilities
Ability to lead cross-functional teams: make an impact on the product roadmap, influence internal teams, promote new processes and workflows within the organization
Track record in growing adoption and expansion

Benefits

Tip: use these terms in your resume and cover letter to boost ATS matches.

relationship-buildingstrategic thinkinglong term planningcross-functional leadershipeffective communicationmentoringadvocacycollaboration