Technical Customer Success Manager

Cloudinary is the Image and Video API platform trusted by millions of developers and over 10,000 companies worldwide. Our powerful tools fuel websites to be faster, richer in user engagement, and breakthrough creativity. With a growing suite of products that support everything from developer efficiency to brand storytelling, Cloudinary is becoming the visual layer of the web. Cloudinary has a globally distributed team across North America, EMEA, and Asia-Pacific, united by a shared commitment to building smart, scalable technology and a culture rooted in humility, curiosity, and collaboration. At Cloudinary, we celebrate Life & Work. We believe in healthy growth, working with purpose, and creating meaningful value. If you’re looking for a place where your voice matters and your work truly makes an impact, this may be the opportunity for you. Cloudinary was founded in 2012 to solve a simple problem: making it an easy platform to manage images & videos. Over the years we evolved into a $120 million+ annual recurring revenue business serving 10,000 companies across industries – from the smallest Shopify stores to iconic global brands and other worldwide companies. Cloudinary is now the foundational technology for all images and videos on the internet. Only we provide robust, flexible, and intelligent solutions for every business in the world to harness the power of visual media to tell its story. As a single source of truth for brands’ image and video needs, we also provide a comprehensive array of APIs and integrations to transform every brand into a masterful visual storyteller. If images and video are the electricity powering the new digital world, Cloudinary is the power grid: enabling anyone to easily plug in and “light up” their business with high-impact visual media, without worrying about the science behind the electrical current. The ideal candidate would have a strong interest in both business and technology and must be comfortable in a customer-facing position. You will be the customer's go-to person for everything Cloudinary-related and should be comfortable with discussing product capabilities and communicating the customer's voice internally. 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