Manager, Customer Success
Thomson Reuters
CloudERP
Director of Customer Success
Cloudinary
full-time
Posted on:
Location Type: Office
Location: San Jose • California • 🇺🇸 United States
Visit company websiteJob Level
Lead
Tech Stack
Cloud
About the role
- Set the overall vision and strategy for the Scaled & Digital CS segment, focusing on driving product adoption, customer retention, and net growth, plus generally improving customer experience.
- KPIs include: NDR (Renewal Rate, Expansion, and Product Adoption)
- Define and implement Cloudinary’s Scaled CS motion, leveraging automation, digital playbooks, and product-led engagement to maximize customer retention and expansion at scale.
- 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
- Lead and mentor a distributed Scaled CS team, fostering career development pathways and ensuring alignment with Cloudinary’s global CS strategy
- Track and monitor the health of Cloudinary’s Scaled customer base, mitigating risks and capitalizing on opportunities
- Drive operational excellence by owning the scaled CS tooling stack (e.g., Vitally, Salesforce), optimizing automation and AI-driven workflows, and ensuring global process consistency.
Requirements
- 3+ years of experience in a Customer Success leadership role, ideally within a Scaled customer motion
- 5+ years as an individual contributor within customer success or strategic customer-facing roles
- Experience with a technical SaaS product, with experience in web/mobile environments, APIs, and cloud-based technologies, is a plus
- Proven success in training, mentoring, and growing a team
- Highly organized, self-driven, and results-oriented with a proven track record of retaining and growing multiple client relationships in a many-to-many engagement model
- Experience leading through change and influencing executive stakeholders in dynamic SaaS environments
- A data-driven mindset, leveraging customer insights and segmentation to optimize engagement strategies
- Minimal travel required (up to 10%, as needed).
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
- Cloudinary is proud to be an equal-opportunity employer dedicated to pursuing a diverse workforce.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success leadershipSaaS product experienceweb/mobile environmentsAPIscloud-based technologiesdata-driven mindsetcustomer insightssegmentationautomationAI-driven workflows
Soft skills
organizational skillsself-drivenresults-orientedmentoringteam growthinfluencing stakeholdersleading through changecollaborationcareer developmentcustomer relationship management
