Director of Customer Success, Scaled

Cloudinary is the Image and Video API platform trusted by millions of developers and over 10,000 companies worldwide. Our powerful tools fuel websites to be faster, richer in user engagement, and breakthrough creativity. With a growing suite of products that support everything from developer efficiency to brand storytelling, Cloudinary is becoming the visual layer of the web.

Cloudinary has a globally distributed team across North America, EMEA, and Asia-Pacific, united by a shared commitment to building smart, scalable technology and a culture rooted in humility, curiosity, and collaboration. At Cloudinary, we celebrate Life & Work. We believe in healthy growth, working with purpose, and creating meaningful value. If you’re looking for a place where your voice matters and your work truly makes an impact, this may be the opportunity for you.

We are looking for a passionate Customer Success Leader who can elevate our Scaled customer experience and CSM team. This role will guide strategy and build out the processes required to maximize the impact of this team’s efforts and KPIs.

Responsibilities:

• Set the overall vision and strategy for the Scaled & Digital CS segment, focusing on driving product adoption, customer retention, and net growth, plus generally improving customer experience.
• KPIs include: NDR (Renewal Rate, Expansion, and Product Adoption)
• Define and implement Cloudinary’s Scaled CS motion, leveraging automation, digital playbooks, and product-led engagement to maximize customer retention and expansion at scale.
• Collaborate with cross-functional teams to develop specific short and long-term account plans that meet the needs of customers while maximizing customer revenue and retention
• Lead and mentor a distributed Scaled CS team, fostering career development pathways and ensuring alignment with Cloudinary’s global CS strategy
• Track and monitor the health of Cloudinary’s Scaled customer base, mitigating risks and capitalizing on opportunities
• Drive operational excellence by owning the scaled CS tooling stack (e.g., Vitally, Salesforce), optimizing automation and AI-driven workflows, and ensuring global process consistency.

About You:

• 3+ years of experience in a Customer Success leadership role, ideally within a Scaled customer motion
• 5+ years as an individual contributor within customer success or strategic customer-facing roles
• Experience with a technical SaaS product, with experience in web/mobile environments, APIs, and cloud-based technologies, is a plus
• Proven success in training, mentoring, and growing a team
• Highly organized, self-driven, and results-oriented with a proven track record of retaining and growing multiple client relationships in a many-to-many engagement model
• Experience leading through change and influencing executive stakeholders in dynamic SaaS environments
• A data-driven mindset, leveraging customer insights and segmentation to optimize engagement strategies
• Minimal travel required (up to 10%, as needed).

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We have you in mind. As an employee, you will experience many benefits, including:

Awesome technology

Top-talent peers

100% sponsored medical, dental, and vision plans for employees & family

HSA company contribution

Matching 401k program

Robust vacation & wellness policy

Annual development stipend

Catered lunches or a food stipend

Cloudinary is proud to be an equal-opportunity employer dedicated to pursuing a diverse workforce.