Director of Customer Success, Cloudinary

Scaled

Salary not provided

Salesforce

Senior and Expert level

San Francisco Bay Area

More information about location

Office located in San Jose, CA

Cloud-based image & video management

Be an early applicant

Cloud-based image & video management

201-500 employees

B2BDigital MediaSaaSCloud Computing

Be an early applicant

Salary not provided

Salesforce

Senior and Expert level

San Francisco Bay Area

More information about location

Office located in San Jose, CA

201-500 employees

B2BDigital MediaSaaSCloud Computing

Company mission

To empower companies to deliver visual experiences that inspire and connect by unleashing the full potential of their media.

Job

Company

Role

Who you are

3+ years of experience in a Customer Success leadership role, ideally within a Scaled customer motion
5+ years as an individual contributor within customer success or strategic customer-facing roles
Experience with a technical SaaS product, with experience in web/mobile environments, APIs, and cloud-based technologies, is a plus
Proven success in training, mentoring, and growing a team
Highly organized, self-driven, and results-oriented with a proven track record of retaining and growing multiple client relationships in a many-to-many engagement model
Experience leading through change and influencing executive stakeholders in dynamic SaaS environments
A data-driven mindset, leveraging customer insights and segmentation to optimize engagement strategies
Minimal travel required (up to 10%, as needed)

What the job involves

We are looking for a passionate Customer Success Leader who can elevate our Scaled customer experience and CSM team
This role will guide strategy and build out the processes required to maximize the impact of this team’s efforts and KPIs
Set the overall vision and strategy for the Scaled & Digital CS segment, focusing on driving product adoption, customer retention, and net growth, plus generally improving customer experience
KPIs include: NDR (Renewal Rate, Expansion, and Product Adoption)
Define and implement Cloudinary’s Scaled CS motion, leveraging automation, digital playbooks, and product-led engagement to maximize customer retention and expansion at scale
Collaborate with cross-functional teams to develop specific short and long-term account plans that meet the needs of customers while maximizing customer revenue and retention
Lead and mentor a distributed Scaled CS team, fostering career development pathways and ensuring alignment with Cloudinary’s global CS strategy
Track and monitor the health of Cloudinary’s Scaled customer base, mitigating risks and capitalizing on opportunities
Drive operational excellence by owning the scaled CS tooling stack (e.g., Vitally, Salesforce), optimizing automation and AI-driven workflows, and ensuring global process consistency

Our take

As companies increasingly rely on their online presence, it is more important than ever for them to understand how their visuals affect engagement with audiences. That's where Cloudinary comes in, providing thousands of customers with the means to manage images and videos for websites and apps.

With video now being one of the most effective formats to influence purchasing decisions, it is clear that the company has bet on a trend which is set to continue well into the future. This forward thinking has enabled the company to secure large clients such as Forbes and Ted Baker.

Cloudinary's future success will depend on its ability to keep offering cutting-edge services. It is heading in the right direction, with the addition of shoppable videos and the launch of FinalTouch, its AI-powered platform that creates multiple unique product scenes from a single product shot.

Freddie

Company Specialist at Welcome to the Jungle

Insights

Top investors

49% employee growth in 12 months

Glassdoor (4.5)

Company

Company HQ

Santa Clara, CA

Leadership

Itai Lahan

(Co-Founder & CEO)

Also co-founded Newsodrome, a platform which delivers news in users' areas of interest.

Tal Lev-Ami

(Co-Founder & CTO)

Co-founded Newsodrome with Itai. Also co-founded Ndivi, a software development outsourcing provider.

Nadav Soferman

(Co-Founder & CPO)

Previously an independent R&D consultant.

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