Manage a high-volume portfolio of accounts (details below)
Identify customer needs, map them to solutions, and guide customers to resolution quickly and effectively
Introduce relevant next use cases to drive continued adoption and value realization
Build working solutions for customers using Cloudinary APIs, SDKs, webhooks, and integrations, including code samples, proofs of concept, and troubleshooting of customer implementations
Collaborate closely with AMs to support active opportunities and at-risk accounts
Maintain clear and consistent documentation of engagements, including sentiment, and outcomes
Use AI to maximize operational efficiency in prep, follow-up, documentation, and signal triage
Provide feedback to Product, Marketing, and Education teams based on recurring customer needs and trends
Contribute to the development and refinement of Digital playbooks, automations, resources, and scalable solutions (guides, training, etc.)
Digital Account Management
Execute a transactional engagement model with short-cycle engagements (2-4 weeks) to resolve specific adoption blockers or use cases
Prioritize interactions using playbooks, campaigns, and inbound signals (AMs, Support), based on:
Active sales opportunities (non-renewal)
At-risk signals
Campaign or product-driven initiatives
Lead efficient, solution-oriented customer meetings (typically 30-60 minutes)
Provide clear, actionable guidance and resources, including writing or reviewing code, then hand it back so customers can move forward independently
Balance multiple concurrent engagements while maintaining speed and quality
Re-engage customers as new needs arise
Strong technical background, including hands-on experience building solutions with APIs and SDKs (JavaScript, Python, or similar)
Ability to design solutions across the full Cloudinary feature set and debug customer implementations
Experience as a CSM, SE, or TAM at Cloudinary or similar SaaS environment
Strong understanding of Cloudinary products and use cases (or ability to ramp quickly)
Proven experience using AI to maximize operational efficiency, with examples
Proven ability to manage a high volume of customer interactions effectively
Strong problem-solving skills with a focus on identifying and resolving customer pain points quickly
Excellent communication skills, with the ability to guide customers to clear outcomes in short engagements
Ability to prioritize and manage multiple concurrent transactions
Comfortable operating in a fast-paced, scalable engagement model with less structured, ongoing relationships
Track record of driving product adoption and customer value, leading to retention and growth
Resolve customer app issues through debugging, architecture guidance, and integrations; improve the platform and AI agent, maintain support documentation, automate workflows, and coordinate platform incident communications.
Resolve customer app and platform issues, improve the product and AI agent to prevent repeat problems, maintain support documentation, build workflow automations, and coordinate incident communications.
Resolve customer app issues, improve the underlying platform and AI agent, maintain support documentation, automate workflows, and coordinate platform incident response for a technical support role.
Resolve customer app issues through debugging, architecture guidance, and integrations, while improving the platform and AI agent, maintaining support documentation, automating workflows, and handling platform incidents.
Own onboarding, adoption, retention, and account growth for technical customers, building trusted relationships and partnering across teams to improve customer outcomes and influence the product roadmap.
