Commercial Customer Success Manager (Self Service)

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

• 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.

• 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