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. With a growing suite of products that support everything from developer efficiency to brand storytelling, Cloudinary is becoming the visual layer of the web.
Cloudinary has a globally distributed team across North America, EMEA, and Asia-Pacific, united by a shared commitment to building smart, scalable technology and a culture rooted in humility, curiosity, and collaboration. At Cloudinary, we celebrate Life & Work. 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.
We are looking for a VP of Global Support to join our Customer Success organization. In this role, you will support Cloudinary’s mission of delivering exceptional customer and developer experiences at scale while enabling healthy, sustainable growth across our global customer base.
You will own the strategy, performance, operating model, and evolution of the function. This is a dual mandate: run a technically complex, follow-the-sun organization with operational rigor day to day, while modernizing how Support works across people, process, tooling, data, and AI. The goal is to move Support beyond a reactive ticket function and toward a scalable, insight-driven customer-intelligence function that makes the company, the product, and the customer experience measurably better.
You will collaborate closely with Engineering, Product Management, Customer Success Management, Solutions Engineering, Professional Services, Revenue Operations, Sales, Marketing, and Executive Leadership to drive outcomes that accelerate Cloudinary’s growth and customer experience.
As a member of the CS leadership team, you will serve as the voice of the customer across the organization, ensuring support insights influence product decisions, operational improvements, and strategic investments. This role reflects Cloudinary’s commitment to Customer Value First, being Efficient and Impactful, and fostering a culture that is Humble, Helpful and Proud.
Responsibilities:
Lead and execute Cloudinary’s global support strategy with clear impact on customer satisfaction, retention, and business growth.
Scale and develop a high-performing global support organization, including leaders and individual contributors, across multiple regions and time zones.
Build, maintain, and optimize support programs, knowledge management systems, self-service capabilities, escalation frameworks, and support engineering processes.
Analyze, measure, and improve support operations through ownership of key performance indicators including customer satisfaction, SLA attainment, support quality, operational efficiency, and team effectiveness.
Own the team's AI and automation strategy as a co-architect. Including managing customer-facing AI-agents, managing deflection and escalation performance, exploring systems and custom GPTs trained on historical ticket data, integrating richer customer context from our CRM, BI tools, and internal APIs, and gather valuable insights.
Partner with Engineering, Product Management, Customer Success, Solutions Engineering, Professional Services, Sales, and Marketing to deliver seamless customer experiences and drive cross-functional initiatives.
Communicate effectively with customers, executive leadership, and cross-functional stakeholders to align priorities, share insights, and influence strategic decisions.
Contribute to a culture of inclusivity, operational excellence, continuous learning, accountability, and customer-centricity.
About You:
Experience leading large-scale technical support, developer support, support engineering, or customer success organizations and applying that expertise to complex SaaS environments.
Ability to prioritize strategically, solve complex problems, and navigate ambiguity in a dynamic, high-growth environment.
Demonstrated success building and scaling global follow-the-sun support organizations during periods of rapid growth.
Experience driving operational excellence through metrics, process improvement, automation, and organizational development.
Experience with AI-powered automation technologies, CRM systems, and knowledge management platforms. Including hands-on experience with AI-assisted support - managing chatbot/agent platforms, deploying LLM tooling, and driving deflection and escalation strategies.
Deep technical fluency: API behavior, SDK issues, and engaging credibly with R&D engineers and technical customers.
Strong communication and collaboration skills across diverse teams, functions, cultures, and executive stakeholders.
10+ years of experience in technical support, developer support, customer success, support engineering, or a related discipline, including leadership of global teams and managers.
Experience working in a distributed, multicultural environment with globally dispersed teams and customers.
Experience supporting both developer-focused SaaS products and enterprise customers in highly technical environments.
Bachelor’s degree in Business, Engineering, Computer Science, Information Systems, or a related field or equivalent practical experience.
Ideally, You Bring:
Familiarity with developer tools, APIs, cloud technologies, media management platforms, or enterprise SaaS environments.
Contributions to industry communities, customer experience thought leadership, support operations best practices, or developer advocacy initiatives.
We have you in mind. As an employee, you will experience many benefits, including:
Awesome technology
Top-talent peers
Robust vacation & wellness policy
Annual development stipend
Catered lunches or a food stipend
Cloudinary is proud to be an equal-opportunity employer dedicated to pursuing a diverse workforce.
