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Cloudinary

Commercial Customer Success Manager (Self Service)

Hybrid
Operations
Added
15 days ago
Location
Type
Full time
Salary
Not Specified

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Related skills

crm data analytics account management saas cross-functional collaboration

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
  • Nice to have:
  • Experience with CRM and Customer Success software
  • Comfortable analyzing/interpreting usage data to determine best path forward

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