Commercial Customer Success Manager; Self Service

Commercial Customer Success Manager (Self Service)

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.

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.

• 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.

• 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
• You have a strong track record of working toward revenue‑linked (NDR/NRR/GRR) KPIs
• Your background includes driving product adoption across your customer base
• You have overseen a high‑volume portfolio of hundreds customers, with a total book of business exceeding $1M
• Nice to have:
  • Experience with CRM and Customer Success software
  • Comfortable analyzing/interpreting usage data to determine best path forward

• Awesome technology
• Top‑talent peers
• 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.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.