Senior Customer Success Operations Manager

Senior Customer Success Operations Manager

Cloudinary is seeking a Customer Success Operations Specialist to join our Global Customer Success Operations & Insights team. Reporting to the Global Director of CS Operations and Insights, this role will play a key part in building, delivering, and optimizing the systems, processes, and workflows that power our global Customer Success organization. You'll be both a hands-on builder and a cross-functional partner — owning projects end-to-end, co-managing our CS Ops service desk, and driving efficiency across our teams.

The ideal candidate has a passion for understanding business needs, and implementing them using the right tools, strong project management skills and attention to detail, a love of technology coupled with a technical background and a desire to always be learning. If this describes you and you are passionate about solving complex problems in a scale-up environment, we would love to hear from you.

Responsibilities:

• Work as part of our CS Operations team to own the end-to-end delivery of CS Ops projects, from intake and prioritization to rollout, enablement, and measurement.
• Jointly manage and run the CS Ops service desk — triaging requests, handling feature improvements, and ensuring timely resolutions.
• Support and optimize key CS tools: Zendesk, Vitally, Intercom, Rocketlane, Zapier, Jira and Salesforce (although SFDC is a nice-to-have) as required and in cooperation with other departmental operations teams in Cloudinary.
• Partner closely with CS leadership to translate business requirements into scalable processes, tools, and insights.
• Support the wider CS organization in creating and deploying dashboards, workflows and playbooks to deliver customer value.
• Collaborate with internal MIS and Procurement teams to ensure alignment on systems, integrations, and vendor management.
• Develop and maintain reporting to support data-driven decisions across the CS organization.
• Act as a trusted partner and advisor to your CS colleagues, CS leadership, and cross-functional teams, enabling efficiency and growth.
• Champion operational excellence by identifying opportunities for automation, consistency, and simplification, including leveraging AI tools like ChatGPT, and Google Gemini.

About You:

• East Coast Based
• 3–5+ years of experience in a Customer Success Operations role, ideally within a SaaS environment.
• Strong communication and stakeholder management skills.
• Proven track record in owning and delivering operational projects end-to-end.
• Hands-on experience with CS tools such as Zendesk, Vitally, Intercom, Rocketlane, Zapier, Jira and Salesforce (although SFDC is a nice-to-have)
• Exceptional problem-solving, project management, and organizational skills with excellent attention to detail. Working knowledge of the Software Development Life Cycle (SDLC) would be advantageous.
• Solid working knowledge of SaaS business models, CS workflows, and CS success metrics and KPIs such as NPS, NRR, CLTV and CSAT.
• Experience with creating Standard Operating Procedures (SOPs) and working to Service Level Agreements (SLAs). Self-starter, proactive, and confident working independently in a fast-paced environment.
• Technical aptitude with the ability to learn new technologies quickly. Experience using SQL and BI tools such as Qlik.
• Excellent written and spoken English.
• Comfortable working across cross-functional teams and influencing without authority.