{"id":117904,"url":"https://alion.io/job/cloudinary-technical-customer-success-manager","title":"Technical Customer Success Manager","company":{"id":5185,"name":"Cloudinary","domain":"cloudinary.com","url":"https://alion.io/company/cloudinary","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Jose, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":103000,"max_usd":193000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":4158},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-24T09:29:15Z","employer_posted_date":"2026-07-24","last_verified_at":"2026-10-16T21:08:55Z","board_verified":true,"closed_at":null,"days_open":84,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":84},"description":"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.\nAs 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.\nThis is a customer-facing, individual contributor role suited to someone who enjoys solving technical and business challenges while building long-term customer relationships.\nResponsibilities:\n MINIMUM TWO DAYS PER WEEK WITHIN THE SAN JOSE OFFICE\nManage a portfolio of enterprise customers throughout their post-sales journey.\nServe as the primary technical point of contact, building trusted relationships with customer stakeholders.\nGuide customers on best practices for implementing and using Cloudinary's Image, Video and Digital Asset Management solutions.\nDeliver regular customer engagements, including business reviews, adoption planning and technical guidance sessions.\nMonitor customer health, product usage and adoption metrics to identify opportunities and potential risks.\nDevelop and execute customer success plans to increase product adoption and support successful renewals.\nIdentify customer growth opportunities and partner with Account Managers to support expansion conversations.\nEscalate customer issues when appropriate and coordinate with internal teams to drive timely resolution.\nCapture customer feedback and share relevant insights with Product and Engineering teams.\nMaintain accurate customer account information, success plans and activity within CRM and Customer Success platforms.\nAbout You:\n7+ years' experience in Customer Success or Technical Customer Success within a SaaS environment.\nExperience in CSM processes and practices\nExperience managing big enterprise customer relationships and supporting successful renewals.\nTechnical aptitude with experience working with SaaS platforms: APIs, web technologies or cloud-based applications.\nExperience working with technical stakeholders, including developers, architects or engineering teams.\nExperience conducting renewal negotiations from the technical side with the Sales Representative\nStrong customer communication and relationship management skills.\nComfortable using customer data and health metrics to prioritize engagement and improve adoption.\nHighly organized with the ability to manage multiple customer accounts simultaneously.\nSelf-motivated, collaborative and focused on delivering an excellent customer experience.\nWillingness to travel up to 20% as required.\nPreferred Qualifications\nExperience with Digital Asset Management (DAM), media platforms, image or video technologies.\nFamiliarity with CDN, cloud or developer-focused technologies.\nExperience working with enterprise SaaS 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