FreeHire

cloudinary

VP of Support

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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’re looking for a VP, 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 contribute to impactful work in global support strategy, developer experience, enterprise support operations, AI and automation, knowledge management, support engineering, KPI ownership, organizational design, and talent development.

You’ll 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 developer 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.

  • Partner with Engineering, Product Management, Customer Success, Solutions Engineering, Professional Services, Sales, and Marketing to deliver seamless customer experiences and drive cross-functional initiatives.

  • Analyze, measure, and improve support operations through ownership of key performance indicators including customer satisfaction, SLA attainment, support quality, operational efficiency, and team effectiveness.

  • Build, maintain, and optimize support programs, knowledge management systems, self-service capabilities, escalation frameworks, and support engineering processes.

  • Drive AI, automation, and operational excellence initiatives that improve customer outcomes while increasing team efficiency and scalability.

  • 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.

  • Strong communication and collaboration skills across diverse teams, functions, cultures, and executive stakeholders.

  • Ability to prioritize strategically, solve complex problems, and navigate ambiguity in a dynamic, high-growth environment.

  • Experience with AI-powered support platforms, automation technologies, CRM systems, knowledge management platforms, and customer support technologies.

  • Experience driving operational excellence through metrics, process improvement, automation, and organizational development.

  • Demonstrated success building and scaling global follow-the-sun support organizations during periods of rapid growth.

  • Comfort learning and implementing new technologies, AI-driven capabilities, tools, and support methodologies.

  • 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.

  • Experience partnering closely with Product and Engineering organizations to improve customer outcomes and product quality.

  • Bachelor’s degree in Business, Engineering, Computer Science, Information Systems, or a related field or equivalent practical experience.

    • #LI-BP1


    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.