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About the role
Cloudinary is looking for a Staff Technical Customer Success Manager to support a focused portfolio of our most strategic customers. In this role, you will act as a trusted advisor to senior customer stakeholders, helping them get measurable business value from Cloudinary while navigating complex technical, organizational, and commercial priorities.
This is a senior level role for someone who can operate independently with high-impact customers, bring strong technical fluency to customer conversations, and influence outcomes across Customer Success, Account Management, Product, Support, and other partner teams. You will not only own outcomes for your portfolio, but also contribute insights that help improve how Cloudinary manages strategic accounts more broadly.
What you’ll do
Own strategic customer outcomes
You will manage a focused portfolio of approximately 4 to 7 strategic accounts, typically with annual commitments above $500K. You will build strong relationships across technical teams, business stakeholders, and executive sponsors, and maintain a regular engagement cadence that includes remote meetings, executive touchpoints, and periodic onsite visits.
You will develop and execute long-term success plans that connect each customer’s business goals to Cloudinary capabilities, adoption priorities, measurable value, and renewal outcomes. You will be expected to understand each customer’s business model, technical environment, internal priorities, pain points, industry context, and strategic initiatives.
Drive adoption, value realization, retention, and growth
You will help customers expand their usage of Cloudinary by identifying new use cases, improving existing implementations, and connecting technical recommendations to business impact. You will partner closely with Account Management on renewal readiness, risk management, stakeholder alignment, and expansion opportunities.
You will identify risks early, frame issues clearly, recommend practical next steps, and drive resolution across teams within your portfolio. You will surface patterns and insights from your accounts that can inform broader improvements to customer success approaches.
Serve as a technical and strategic advisor
You will advise customers on Cloudinary best practices, including media optimization, transformation workflows, automation opportunities, performance, governance, and scalable implementation patterns. You should be comfortable explaining technical concepts clearly to both technical and non-technical audiences.
You do not need to be a software engineer, but you should have strong technical fluency. You should be comfortable with software engineering concepts, APIs, web technologies, image and video delivery concepts, implementation trade-offs, and hands-on product demonstrations when needed.
Lead cross-functional work
You will work across Customer Success, Account Management, Product, Support, Professional Services, and other teams to move customer priorities forward. You will represent customer context clearly, align stakeholders around decisions, and drive progress without relying on formal authority.
For complex or high-impact customer situations, you will be expected to bring structure, judgment, and calm execution. You will communicate clearly with managers and leaders, including concise updates, decision framing, risk summaries, and clear asks.
Raise the bar for Strategic Customer Success
You will share best practices, insights, and reusable approaches based on your experience managing strategic accounts. You may contribute to the development of playbooks, tools, or processes by providing input and feedback grounded in your customer work.
You will provide informal mentorship and guidance to other CSMs, helping raise the quality and consistency of work across the team.
Responsibilities:
Think strategically and execute with discipline.
Build trust with technical teams, business stakeholders, and executives.
Can move between technical details and business outcomes without losing the audience.
Are proactive about identifying risk, surfacing blockers, and driving resolution within your scope.
Communicate clearly under pressure.
Partner effectively with Account Managers on renewals and expansion strategy.
Look for patterns across customers and turn them into repeatable improvements.
Support and guide peers through informal coaching and knowledge sharing
Are comfortable owning outcomes in ambiguous, high-stakes situations.
About You:
- US EAST COAST ONLY
5+ years of experience in Customer Success, Technical Account Management, Solutions Consulting, Professional Services, or a similar customer-facing technical role.
Experience managing strategic, enterprise, or high-value customer relationships.
A strong track record of driving adoption, measurable value, retention, and account growth.
Experience partnering with Account Management, Sales, Product, Support, and other cross-functional teams.
Demonstrated ability to manage complex customer situations involving multiple stakeholders, ambiguity, risk, and business impact.
Strong executive communication skills, including the ability to summarize complex issues, frame trade-offs, and make clear recommendations.
Technical fluency with SaaS platforms, APIs, web technologies, digital experiences, media workflows, DAM, CMS, eCommerce, or adjacent technologies.
Ability to deliver clear customer-facing product demonstrations and connect product capabilities to business outcomes.
Success in this role
Success will be measured by your ability to retain and grow strategic customers, increase adoption of Cloudinary capabilities, build trusted customer relationships, and improve how Cloudinary supports its most important accounts.
Key measures may include renewal performance, adoption of new use cases, customer health, executive engagement, risk mitigation, expansion influence, and contribution to reusable Strategic CSM playbooks or processes.
Why this role matters
Cloudinary’s strategic customers rely on us to power important digital experiences at scale. This role is critical to helping those customers realize value, expand their use of Cloudinary, and build long-term partnerships with our teams. As a Staff Technical CSM, you will have direct impact on customer outcomes and broader influence on how Cloudinary manages its most strategic relationships.
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