Technical Customer Success Manager

Responsibilities:

• Manage a high-volume portfolio of accounts (details below)

• Identify customer needs, map them to solutions, and guide customers to resolution quickly and effectively

• Introduce relevant next use cases to drive continued adoption and value realization

• Build working solutions for customers using Cloudinary APIs, SDKs, webhooks, and integrations, including code samples, proofs of concept, and troubleshooting of customer implementations

• Collaborate closely with AMs to support active opportunities and at-risk accounts

• Maintain clear and consistent documentation of engagements, including sentiment, and outcomes

• Use AI to maximize operational efficiency in prep, follow-up, documentation, and signal triage

• Provide feedback to Product, Marketing, and Education teams based on recurring customer needs and trends

• Contribute to the development and refinement of Digital playbooks, automations, resources, and scalable solutions (guides, training, etc.)


Digital Account Management


• Execute a transactional engagement model with short-cycle engagements (2-4 weeks) to resolve specific adoption blockers or use cases

• Prioritize interactions using playbooks, campaigns, and inbound signals (AMs, Support), based on:

  • Active sales opportunities (non-renewal)

  • At-risk signals

  • Campaign or product-driven initiatives

  • Lead efficient, solution-oriented customer meetings (typically 30-60 minutes)

  • Provide clear, actionable guidance and resources, including writing or reviewing code, then hand it back so customers can move forward independently

  • Balance multiple concurrent engagements while maintaining speed and quality

  • Re-engage customers as new needs arise

About You:

• Strong technical background, including hands-on experience building solutions with APIs and SDKs (JavaScript, Python, or similar)

• Ability to design solutions across the full Cloudinary feature set and debug customer implementations

• Experience as a CSM, SE, or TAM at Cloudinary or similar SaaS environment

• Strong understanding of Cloudinary products and use cases (or ability to ramp quickly)

• Proven experience using AI to maximize operational efficiency, with examples

• Proven ability to manage a high volume of customer interactions effectively

• Strong problem-solving skills with a focus on identifying and resolving customer pain points quickly

• Excellent communication skills, with the ability to guide customers to clear outcomes in short engagements

• Ability to prioritize and manage multiple concurrent transactions

• Comfortable operating in a fast-paced, scalable engagement model with less structured, ongoing relationships

• Track record of driving product adoption and customer value, leading to retention and growth