About this role
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.
About the role Cloudinary is looking for a Staff Technical Customer Success Manager to support a focused portfolio of our most strategic customers. In this role, you will act as a trusted advisor to senior customer stakeholders, helping them get measurable business value from Cloudinary while navigating complex technical, organizational, and commercial priorities.
This is a senior level role for someone who can operate independently with high-impact customers, bring strong technical fluency to customer conversations, and influence outcomes across Customer Success, Account Management, Product, Support, and other partner teams. You will not only own outcomes for your portfolio, but also contribute insights that help improve how Cloudinary manages strategic accounts more broadly.
What you’ll do Own strategic customer outcomes You will manage a focused portfolio of approximately 4 to 7 strategic accounts, typically with annual commitments above $500K. You will build strong relationships across technical teams, business stakeholders, and executive sponsors, and maintain a regular engagement cadence that includes remote meetings, executive touchpoints, and periodic onsite visits.
You will develop and execute long-term success plans that connect each customer’s business goals to Cloudinary capabilities, adoption priorities, measurable value, and renewal outcomes. You will be expected to understand each customer’s business model, technical environment, internal priorities, pain points, industry context, and strategic initiatives.
Drive adoption, value realization, retention, and growth You will help customers expand their usage of Cloudinary by identifying new use cases, improving existing implementations, and connecting technical recommendations to business impact. You will partner closely with Account Management on renewal readiness, risk management, stakeholder alignment, and expansion opportunities.
You will identify risks early, frame issues clearly, recommend practical next steps, and drive resolution across teams within your portfolio. You will surface patterns and insights from your accounts that can inform broader improvements to customer success approaches.
Serve as a technical and strategic advisor You will advise customers on Cloudinary best practices, including media optimization, transformation workflows, automation opportunities, performance, governance, and scalable implementation patterns. You should be comfortable explaining technical concepts clearly to both technical and non-technical audiences.
You do not need to be a software engineer, but you should have strong technical fluency. You should be comfortable with software engineering concepts, APIs, web technologies, image and video delivery concepts, implementation trade-offs, and hands-on product demonstrations when needed.
Lead cross-functional work You will work across Customer Success, Account Management, Product, Support, Professional Services, and other teams to move customer priorities forward. You will represent customer context clearly, align stakeholders around decisions, and drive progress without relying on formal authority.
For complex or high-impact customer situations, you will be expected to bring structure, judgment, and calm execution. You will communicate clearly with managers and leaders, including concise updates, decision framing, risk summaries, and clear asks.
Raise the bar for Strategic Customer Success You will share best practices, insights, and reusable approaches based on your experience managing strategic accounts. You may contribute to the development of playbooks, tools, or processes by providing input and feedback grounded in your customer work.
You will provide informal mentorship and guidance to other CSMs, helping raise the quality and consistency of work across the team.