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 \n 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 \n