Cloudinary is seeking a Self-Service Customer Success Manager. You will serve as the strategic, proactive partner for our high-value self-service customers, accelerating conversions, uncovering growth opportunities, and reducing churn within a fast-moving, rapidly evolving program. This role combines customer relationship management, commercial conversations, and data-driven insights to ensure our self-service customers receive meaningful, scalable touchpoints that enhance their experience and maximize their long-term success
Responsibilities:
How would we measure success?Decrease churn of high paying Self Service customers contactedIncrease growth (upgrades/expansion/increased usage that incurs in additional PAYG payment/opportunities opened) of Self Service customers contactedOwn “Contact Us” leads that are Self Service sized. Increase % success rate of signing up self service paying customers from the “contact us” funnel.
About you:
What are the requirements4-5+ years of experience in a customer-facing role within the SaaS industry that included: Commercial discussions and account reviews and customer relationships management Demonstrated ingenuity in customer communication styles to demonstrate product adoption and growthSelf-motivated and positive demeanor, strong sense of ownership Team player, multiple stakeholders (CS, Sales, Self Service Team, Product..)Comfortable dealing with ambiguity and change, working within a quickly evolving programProven ability to manage projects simultaneously, with attention to detail and organizational skillsThrives with measurable success metricsYou have a strong track record of working toward revenue-linked (NDR/NRR/GRR) KPIsYour background includes driving product adoption across your customer baseYou have overseen a high-volume portfolio of hundreds customers, with a total book of business exceeding $1MNice to have:Experience with CRM and Customer Success softwareComfortable analyzing/interpreting usage data to determine best path forward
