Cloudinary

Cloud-based image and video management platform

Technical Customer Success Manager

Customer SuccessConfirmed live in the last 24 hours

Full-timeRemote in USANo salary listedRemote

About the Job

Requirements

A strong technical background, including hands-on experience building solutions with APIs and software development kits (SDKs) such as JavaScript, Python, or similar technologies.
The ability to design solutions across the full Cloudinary feature set and debug customer implementations.
Experience as a customer success manager (CSM), sales engineer (SE), or technical account manager (TAM) at Cloudinary or in a similar software-as-a-service environment.
Strong understanding of Cloudinary products and use cases, or the ability to ramp up quickly.
Proven experience using artificial intelligence (AI) to maximize operational efficiency, with examples.
Proven ability to manage a high volume of customer interactions effectively.
Strong problem-solving skills focused on quickly identifying and resolving customer pain points.
The ability to guide customers to clear outcomes in short engagements.
The ability to prioritize and manage multiple concurrent transactions.
Comfort operating in a fast-paced, scalable engagement model with less structured, ongoing relationships.
A track record of driving product adoption and customer value, leading to retention and growth.
Interest in both business and technology and comfort in a customer-facing position.

Responsibilities

Manage a high-volume portfolio of accounts.
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 and proofs of concept, and troubleshoot customer implementations.
Collaborate closely with account managers to support active opportunities and at-risk accounts.
Maintain clear and consistent documentation of engagements, including customer sentiment and outcomes.
Use AI to maximize operational efficiency in preparation, 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 such as guides and training.
Execute a transactional engagement model with short-cycle engagements of 2–4 weeks to resolve specific adoption blockers or use cases.
Prioritize interactions using playbooks, campaigns, and inbound signals from account managers and Support, based on active non-renewal sales opportunities, at-risk signals, and 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, and then hand them back so customers can move forward independently.
Balance multiple concurrent engagements while maintaining speed and quality.
Re-engage customers as new needs arise.

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

#LI-BP1

We have you in mind. As an employee, you will experience many benefits, including:

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.

About the Company

Cloudinary

Cloud-based image and video management platform

Cloudinary is a cloud-based media management platform that helps developers handle image and video assets. It provides end-to-end services for uploading, transforming, optimizing, storing, and delivering media through APIs and SDKs, as part of a SaaS subscription. The product works by offering a centralized platform where media can be ingested, processed (resizing, format conversion, compression, watermarking, etc.), and delivered via a global content delivery network, with automated performance optimization and scalable infrastructure. This differentiates Cloudinary from competitors by its strong focus on developer-friendly APIs, integrated media workflows, and comprehensive end-to-end capabilities (from ingestion to delivery) rather than offering only a CDN or one-off tools. The company’s goal is to simplify and scale media management for web and app developers, enabling fast, reliable, and cost-efficient media delivery across global audiences.

Company size: 201-500
Company stage: Private
Total funding: $100M
Headquarters: San Jose, CA
Founded: 2011

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