SVP, Customer Success & Professional Services

About the Role We are looking for a SVP, Customer Success & Professional Services to lead and own Cloudinary’s Enterprise Customer Journey, ensuring enterprise customers realize measurable business value throughout their lifecycle with Cloudinary. Reporting to the Chief Customer Officer, you will own the strategy, operating model, and execution of the enterprise customer journey, from onboarding and implementation through adoption, value realization, and expansion. Your mission is to help customers maximize the value of their investment while building a scalable organization that drives retention, growth, and long-term loyalty. As a member of the Customer Success leadership team, you will lead a team of CSM’s, who are customer-obsessed and respected by their customers, partner closely with Sales, Support, Product, Engineering, Marketing, Revenue Operations, and Executive Leadership to create seamless customer experiences, accelerate time-to-value, and establish Cloudinary as a strategic partner for our enterprise customers. This role is ideal for a customer-obsessed executive who combines strategic thinking, operational excellence, commercial acumen, and organizational leadership to build world-class customer experiences at scale.

Responsibilities 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 Managementת Professional Services and Customer Education organizations across multiple regions, developing leaders and fostering a culture of 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 closely with Product, Engineering, and Support to advocate for customer needs, influence product strategy, and improve the overall customer experience. Establish executive relationships with strategic customers, acting as a trusted advisor during critical milestones and complex business 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.

You Bring 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 get technical value out of 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 the 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. Hybrid 2 days from the San Jose office minimum per week.

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.

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