SVP, Customer Success & Professional Services

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.

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.

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.