Technical Customer Success Manager

This is a fully remote position, open to applicants in New Jersey, +1 more state.

📋 Description

• Oversee a portfolio of enterprise clients during their post-sales experience.

• Act as the main technical liaison, fostering trusted relationships with customer stakeholders.

• Advise customers on best practices for implementing and utilizing Cloudinary's Image, Video, and Digital Asset Management solutions.

• Conduct regular customer interactions, including business reviews, adoption strategy sessions, and technical guidance meetings.

• Track customer health, product usage, and adoption metrics to pinpoint opportunities and potential risks.

• Create and implement customer success plans to enhance product adoption and ensure successful renewals.

• Recognize customer growth potential and collaborate with Account Managers to facilitate expansion discussions.

• Elevate customer concerns when necessary and work with internal teams to ensure prompt resolution.

• Gather customer feedback and relay pertinent insights to Product and Engineering teams.

• Keep precise records of customer account details, success strategies, and activities in CRM and Customer Success platforms.

⛳️ Requirements

• MUST RESIDE IN NEW YORK OR NEW JERSEY.

• Over 7 years of experience in Customer Success or Technical Customer Success in a SaaS context.

• Familiarity with CSM processes and methodologies.

• Experience managing relationships with large enterprise customers and facilitating successful renewals.

• Technical proficiency with experience in SaaS platforms: APIs, web technologies, or cloud-based applications.

• Experience collaborating with technical stakeholders, including developers, architects, or engineering teams.

• Background in conducting renewal negotiations from the technical perspective alongside Sales Representatives.

• Excellent customer communication and relationship management abilities.

• Proficient in utilizing customer data and health metrics to prioritize engagement and enhance adoption.

• Highly organized with the capability to manage several customer accounts at once.

• Self-driven, cooperative, and dedicated to providing an outstanding customer experience.

• Willingness to travel up to 20% as necessary.

• Experience with Digital Asset Management (DAM), media platforms, or image and video technologies.

• Knowledge of CDN, cloud, or developer-centric technologies.

• Experience working with enterprise SaaS customers.

🏝️ Benefits

• Cutting-edge technology.

• Collaboration with top-tier talent.

• Fully sponsored medical, dental, and vision plans for employees and their families.

• HSA company contribution.

• 401k matching program.

• Comprehensive vacation and wellness policy.

• Annual development stipend.

• Catered lunches or food stipend.