Senior Customer Success Operations Manager, Cloudinary
Cloud-based image & video management
Open for applications
Cloud-based image & video management
201-500 employees
Open for applications
201-500 employees
Company mission
To empower companies to deliver visual experiences that inspire and connect by unleashing the full potential of their media.
Role
Who you are
- The ideal candidate has a passion for understanding business needs, and implementing them using the right tools, strong project management skills and attention to detail, a love of technology coupled with a technical background and a desire to always be learning
- If this describes you and you are passionate about solving complex problems in a scale-up environment, we would love to hear from you
- 3–5+ years of experience in a Customer Success Operations role, ideally within a SaaS environment
- Strong communication and stakeholder management skills
- Proven track record in owning and delivering operational projects end-to-end
- Hands-on experience with CS tools such as Zendesk, Vitally, Intercom, Rocketlane, Zapier, Jira and Salesforce (although SFDC is a nice-to-have)
- Exceptional problem-solving, project management, and organisational skills with excellent attention to detail. Working knowledge of the Software Development Life Cycle (SDLC) would be advantageous
- Solid working knowledge of SaaS business models, CS workflows, and CS success metrics and KPIs such as NPS, NRR, CLTV and CSAT
- Experience with creating Standard Operating Procedures (SOPs) and working to Service Level Agreements (SLAs). Self-starter, proactive, and confident working independently in a fast-paced environment
- Technical aptitude with the ability to learn new technologies quickly. Experience using SQL and BI tools such as Qlik
- Excellent written and spoken English
- Comfortable working across cross-functional teams and influencing without authority
What the job involves
- Cloudinary is seeking a Senior Customer Success Operations Manager to join our Global Customer Success Operations & Insights team
- Reporting to the Director of Customer Insights and Operations, this role will play a key part in building, delivering, and optimising the systems, processes, and workflows that power our global Customer Success organisation
- You’ll be both a hands-on builder and a cross-functional partner — owning projects end-to-end, co-managing our CS Ops service desk, and driving efficiency across our teams
- Work as part of our CS Operations team to own the end-to-end delivery of CS Ops projects, from intake and prioritisation to rollout, enablement, and measurement
- Jointly manage and run the CS Ops service desk — triaging requests, handling feature improvements, and ensuring timely resolutions
- Support and optimise key CS tools: Zendesk, Vitally, Intercom, Rocketlane, Zapier, Jira and Salesforce (although SFDC is a nice-to-have) as required and in cooperation with other departmental operations teams in Cloudinary
- Partner closely with CS leadership to translate business requirements into scalable processes, tools, and insights
- Support the wider CS organisation in creating and deploying dashboards, workflows and playbooks to deliver customer value
- Collaborate with internal MIS and Procurement teams to ensure alignment on systems, integrations, and vendor management
- Develop and maintain reporting to support data-driven decisions across the CS organisation
- Act as a trusted partner and advisor to your CS colleagues, CS leadership, and cross-functional teams, enabling efficiency and growth
- Champion operational excellence by identifying opportunities for automation, consistency, and simplification, including leveraging AI tools like ChatGPT, and Google Gemini
Salary benchmarks
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
49% employee growth in 12 months
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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