Commercial Customer Success Manager (Self Service)
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
* 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
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