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Cloudinary seeks an SVP of Customer Success & Professional Services to lead the company's customer success strategy and execution across global operations. This is a VP-level role responsible for defining and executing the customer journey strategy, driving adoption, retention, expansion, and long-term value realization.
Key responsibilities include:
- Define and execute Cloudinary's customer journey strategy, driving customer adoption, retention, expansion, and long-term customer value
- Lead and scale high-performing global Customer Success Management, Professional Services, and Customer Education organizations across multiple regions, developing leaders and fostering accountability, collaboration, and customer advocacy
- Design and optimize customer lifecycle programs including onboarding, implementation, adoption, success planning, renewal readiness, and value realization
- Drive operational excellence through customer segmentation, health scoring, lifecycle automation, AI-enabled engagement, customer analytics, and standardized operating models
- Partner with Sales to maximize customer growth opportunities while ensuring seamless transitions across the customer lifecycle
- Collaborate with Product, Engineering, and Support to advocate for customer needs, influence product strategy, and improve customer experience
- Establish executive relationships with strategic customers, acting as trusted advisor during critical milestones and complex engagements
- Own business performance across customer success metrics including Net Revenue Retention, product adoption, customer health, time-to-value, Professional Services utilization, and customer satisfaction
The role requires hybrid work with a minimum of 2 days per week in the San Jose office.
REQUIREMENTS:
- 15+ years of leadership experience in Customer Success, Professional Services, Technical Account Management, or related customer-facing functions within enterprise SaaS
- Experience serving technical buyers who derive technical value from their products
- Proven success building and scaling global Customer Success organizations supporting complex enterprise customers
- Strong understanding of enterprise customer lifecycle management, adoption strategies, value realization frameworks, and recurring revenue business models
- Experience leading Professional Services organizations responsible for enterprise implementations, consulting engagements, and customer onboarding
- Demonstrated ability to improve Net Revenue Retention, customer adoption, expansion, and long-term customer outcomes through scalable operating models
- Experience leveraging AI, automation, customer intelligence platforms, and analytics to improve customer engagement and organizational efficiency
- Strong executive presence with ability to build trusted relationships with C-level customer stakeholders and influence internal executive teams
- Exceptional cross-functional leadership and collaboration skills across Sales, Product, Engineering, Support, Marketing, and Operations
- Experience leading geographically distributed organizations within high-growth global SaaS businesses
- Bachelor's degree or equivalent practical experience
NICE TO HAVE:
- Experience working with developer platforms, APIs, cloud technologies, digital asset management, or enterprise infrastructure products
- Contributions to Customer Success thought leadership, customer experience communities, or industry best practices
- MBA or similar degree
