Cloudinary

VP, Global Support

United States · Vp

Sponsorship not specifiedDetected 21 days ago

Cloud PlatformsLLMsProduct StrategyProcess ImprovementCustomer SuccessCustomer SupportLeadershipCommunicationCollaboration

About the role

We believe in healthy growth, working with purpose, and creating meaningful value.
If you're looking for a place where your voice matters and your work truly makes an impact, this may be the opportunity for you.

Define and execute Cloudinary's global support strategy, driving customer satisfaction, retention, and operational excellence.
Lead and scale a high-performing global organization across multiple regions, developing leaders and building a culture of accountability, collaboration, and continuous improvement.
Drive the transformation of Support through AI, automation, self-service, and knowledge management to improve efficiency, customer experience, and scalability.
Establish and optimize operational processes, support engineering practices, escalation management, and service delivery across a follow-the-sun model.
Own support performance through data and metrics, including CSAT, SLA attainment, quality, productivity, deflection, and operational efficiency.
Partner cross-functionally with Engineering, Product, Customer Success, Solutions Engineering, Professional Services, Sales, and Marketing to resolve customer challenges and influence product improvements.
10+ years leading global technical support, developer support, support engineering, or customer success organizations in enterprise SaaS.
Demonstrated success scaling global, follow-the-sun support organizations during periods of rapid growth.
Strong operational leadership with expertise in metrics, process improvement, organizational design, and service excellence.
Proven experience driving AI-enabled support transformation, including conversational AI, automation, knowledge management, and LLM-powered workflows.

Deep technical credibility, with the ability to engage effectively on APIs, SDKs, integrations, and complex technical issues.
Experience leading distributed, multicultural teams supporting enterprise and developer audiences.
Bachelor's degree in Engineering, Computer Science, Business, Information Systems, or equivalent practical experience.

Experience with developer platforms, APIs, cloud infrastructure, digital asset management, or enterprise SaaS.
#LI-BP1 We have you in mind.

Cloudinary is the Image and Video API platform trusted by millions of developers and over 10,000 companies worldwide.
Our powerful tools fuel websites to be faster, richer in user engagement, and breakthrough creativity.

As an employee, you will experience many benefits, including: Awesome technology Top-talent peers 100% sponsored medical, dental, and vision plans for employees & family HSA company contribution Matching 401k program Robust vacation & welln

This listing is sourced directly from Cloudinary's careers page and normalized into a canonical job model.