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The Senior Customer Success Manager will build customer relationships, drive adoption, handle escalations, and ensure long-term value for strategic customers.
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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.
Responsibilities:
- Strategic account management
- Manage a portfolio of Strategic accounts
- Develop the playbook, tools, and processes for managing Strategic accounts ($500k+ ARR)
- Help onboard and mentor new CSMs
- Drive cross-functional/ cross-team initiatives for process improvements / function as SME
- Build rapport and trusting/engaged relationships; regular monthly meetings and onsite travel (meet each in-person at least 2-4x per year)
- Effective communication with executive-level stakeholders and decision-makers, develop new relationships and opportunities
- Deep understanding of the customer motivations, pain points, business drivers, internal and external (public news, industry trends)
- Build long term (1-2 years) adoption strategy; develop and execute success/action plans to fulfill customer business goals
- Advocate with internal teams and lead cross-functional initiatives; facilitate a strong relationship with Product and influence over the roadmap
- Closely collaborate with sales during handoff and for exploring growth opportunities
About You:
- Experience with technical SaaS products; familiarity with web/mobile environments, APIs, DAM, and cloud-based technologies is a strong plus
- Experience with managing Strategic accounts
- Great relationship-building skills, demonstrated success in expanding relationships
- Strategic thinking and long term planning capabilities
- Ability to lead cross-functional teams: make an impact on the product roadmap, influence internal teams, promote new processes and workflows within the organization
- Track record in growing adoption and expansion
#LI-BP1
We have you in mind. As an employee, you will experience many benefits, including:
Awesome technology
Top-talent peers
100% sponsored medical, dental, and vision plans for employees & family
HSA company contribution
Matching 401k program
Robust vacation & wellness policy
Annual development stipend
Catered lunches or a food stipend
Cloudinary is proud to be an equal-opportunity employer dedicated to pursuing a diverse workforce.
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Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.
Key Facts About Boston Tech
- Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
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- Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories
