Strategic Customer Success Manager at Cloudinary – Boston, Massachusetts

Strategic Customer Success Manager

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 youre 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 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

We have you in mind. As an employee, you will experience many benefits, including:
Awesome technologyTop-talent peers100% sponsored medical, dental, and vision plans for employees & familyHSA company contributionMatching 401k programRobust 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.