Commercial Customer Success Manager (Self Service) na Cloudinary
Cloudinary · London, Reino Unido · Hybrid
- Escritório em London
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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