技术客户成功经理
Technical Customer Success Manager
Cloudinary 是全球数百万开发者和超过 10,000 家公司信赖的图像和视频 API 平台。我们强大的工具让网站更快、用户参与度更高，并推动创意突破。随着产品组合的不断扩展，从提升开发者效率到品牌叙事，Cloudinary 正逐渐成为网络的视觉层。
Cloudinary 在北美、欧洲、中东与非洲（EMEA）以及亚太地区拥有分布全球的团队，大家共同致力于构建智能、可扩展的技术，并以谦逊、好奇和协作的文化为根基。在 Cloudinary，我们重视工作与生活的平衡。我们相信健康的发展、有目标地工作，以及创造有意义的价值。如果你正在寻找一个你的声音被重视、你的工作真正产生影响的地方，这可能就是你的机会。
Cloudinary 正在寻找一名技术客户成功经理，帮助企业客户最大化我们图像、视频和数字资产管理（DAM）平台的价值。
作为客户组合的主要联系人，你将与技术及业务相关方建立信任关系，帮助他们成功采用 Cloudinary 的解决方案并实现其业务目标。你将与销售、支持、专业服务、产品和研发团队紧密合作，主动推动产品采用、客户满意度、续约以及拓展机会。
这是一个面向客户的个人贡献者角色，适合喜欢解决技术和商业挑战并建立长期客户关系的人。
职责：
- 管理企业客户的整个售后旅程。
- 作为主要技术联系人，与客户相关方建立信任关系。
- 指导客户使用 Cloudinary 图像、视频和数字资产管理解决方案的最佳实践。
- 定期进行客户互动，包括业务回顾、采用计划和技术指导会议。
- 监控客户健康状况、产品使用情况和采用指标，识别机会和潜在风险。
- 制定并执行客户成功计划，以提高产品采用率并支持顺利续约。
- 识别客户增长机会，并与客户经理合作支持拓展对话。
- 在适当的时候升级客户问题。
查看英文原文
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 is looking for a Technical Customer Success Manager to help enterprise customers maximise the value of our Image, Video and Digital Asset Management (DAM) platform.
As the primary point of contact for a portfolio of customers, you will build trusted relationships with technical and business stakeholders, helping them successfully adopt Cloudinary's solutions and achieve their business objectives. Working closely with Sales, Support, Professional Services, Product and R&D teams, you will proactively drive product adoption, customer satisfaction, conduct renewals and lead expansion opportunities.
This is a customer-facing, individual contributor role suited to someone who enjoys solving technical and business challenges while building long-term customer relationships.
Responsibilities:
· Manage a portfolio of enterprise customers throughout their post-sales journey.
· Serve as the primary technical point of contact, building trusted relationships with customer stakeholders.
· Guide customers on best practices for implementing and using Cloudinary's Image, Video and Digital Asset Management solutions.
· Deliver regular customer engagements, including business reviews, adoption planning and technical guidance sessions.
· Monitor customer health, product usage and adoption metrics to identify opportunities and potential risks.
· Develop and execute customer success plans to increase product adoption and support successful renewals.
· Identify customer growth opportunities and partner with Account Managers to support expansion conversations.
· Escalate customer issues when appropriate and coordinate with internal teams to drive timely resolution.
· Capture customer feedback and share relevant insights with Product and Engineering teams.
· Maintain accurate customer account information, success plans and activity within CRM and Customer Success platforms.
About You:
· 3+ years' experience in Customer Success or Technical Customer Success within a SaaS environment.
· Experience managing big enterprise customer relationships and supporting successful renewals.
· Technical aptitude with experience working with SaaS platforms: APIs, web technologies or cloud-based applications.
· Experience working with technical stakeholders, including developers, architects or engineering teams.
· Experience conducting renewal negotiations from the technical side with the Sales Representative
· Strong customer communication and relationship management skills.
· Comfortable using customer data and health metrics to prioritize engagement and improve adoption.
· Highly organized with the ability to manage multiple customer accounts simultaneously.
· Self-motivated, collaborative and focused on delivering an excellent customer experience.
· Willingness to travel up to 20% as required.
Preferred Qualifications
· Experience with Digital Asset Management (DAM), media platforms, image or video technologies.
· Familiarity with CDN, cloud or developer-focused technologies.
· Experience working with enterprise SaaS customers.
Compensation
Additional Information
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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.