What are the responsibilities and job description for the Digital Customer Success Manager position at Cloudinary?
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.We’re seeking a Digital Customer Success Manager with 5 years of experience in Customer Success, Account Management, or scaled customer engagement. You bring a strong mix of data fluency, operational rigor, and customer-centric thinking, and you’re comfortable managing a large portfolio through both digital and direct outreach. You use data to prioritize actions, partner effectively across teams, and continuously refine processes that improve adoption, retention, and growth. Clear communication, sound judgment, and the ability to work independently are essential.ResponsibilitiesTake ownership of all KPIs that pertain to a given customer segmentSet the overall vision and strategy for a given customer segment, focusing on driving product adoption, customer retention, net growth and generally improving customer experience. Define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvementCollaborate with cross-functional teams to develop specific short- and long-term account plans that meet the needs of customers while maximizing customer revenue and retentionHelp overcome operational and process oriented gaps to optimize team efficiencyServe as the focal point for all customer segment related escalationsTrack and monitor the health of Cloudinary’s customer base; mitigating risks and capitalizing on opportunitiesContinuously identify and flag process improvements to CS leadership while providing viable solutions.Familiarize yourself with Cloudinary’s product and stay up to speed with new developmentsDiscover new ways to continuously offer greater value for our clients - “a stay Hungry attitude”Nurture your team's strengths and help develop their weaknesses Embody company culture and maintain high team engagementAbout You:You take full ownership of segment performance, using data and insight to drive adoption, retention and measurable growth.You set a clear strategic direction for your customer segment and translate it into actionable programmes that strengthen the customer lifecycle.You collaborate seamlessly across functions to solve operational challenges, improve processes and deliver a consistent, high quality customer experience.You stay deeply informed about the product and proactively uncover new ways to deliver value, mitigate risk and elevate customer outcomes.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. 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.