Commercial Customer Success Manager

2 weeks ago

London, Greater London, United Kingdom Cloudinary Full time £40,000 - £80,000 per year
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
  • You have a strong track record of working toward revenue-linked (NDR/NRR/GRR) KPIs
  • Your background includes driving product adoption across your customer base
  • You have overseen a high-volume portfolio of hundreds customers, with a total book of business exceeding $1M
  • Nice to have:
  • Experience with CRM and Customer Success software
  • Comfortable analyzing/interpreting usage data to determine best path forward
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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