Commercial Customer Success Manager (Self Service) at Cloudinary

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 contacted

Increase growth (upgrades/expansion/increased usage that incurs in additional PAYG payment/opportunities opened) of Self Service customers contacted

Own “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 requirements

4-5+ 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 growth

Self-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 program

Proven ability to manage projects simultaneously, with attention to detail and organizational skills

Thrives with measurable success metrics

Nice to have:

Experience with CRM and Customer Success software

Comfortable analyzing/interpreting usage data to determine best path forward

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