Cloudinary

3 weeks ago

VP, Global Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Lead Cloudinary’s worldwide support organization and set the global support strategy, operating model, and performance across a follow-the-sun team. Modernize support with AI, automation, self-service, and knowledge management, transforming reactive support into strategic customer intelligence. Partner with Engineering, Product, Customer Success, Sales, and Marketing to improve customer outcomes, influence product direction, and scale growth while driving measurable metrics like CSAT and SLA attainment.

Location: United States

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Sr. Director level

Key Responsibilities

•Define and execute the global support strategy to drive customer satisfaction, retention, and operational excellence.
•Lead and scale a high-performing global support organization across multiple regions and develop leaders.
•Modernize 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 using a follow-the-sun model.
•Own support performance using data and metrics (CSAT, SLA attainment, quality, productivity, deflection, operational efficiency) and partner cross-functionally to resolve customer challenges and influence product improvements.

Pay and Benefits

Perks:Health InsuranceDentalVision401kHsaAnnual BonusLearning BudgetMeal AllowancePaid Leave

Key Requirements

•10+ years leading global technical support, developer support, support engineering, or customer success organizations in enterprise SaaS.
•Experience 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.
•Bachelor’s degree in Engineering, Computer Science, Business, Information Systems, or equivalent practical experience.

Experience:10+ yearsEnterprise SaaSDeveloper support

Education:Bachelor's

Skills:Executive communicationCross-functional leadershipOperational leadershipCustomer focusOrganizational leadership

Tech Stack:AIAutomationSelf-serviceKnowledge managementLLM-powered workflowsConversational AIAPIsSDKsIntegrations

Company Brief

Cloudinary

Provides a cloud-based image and video management platform with APIs and tools for uploading, storing, transforming, optimizing and delivering rich media at scale for developers, marketers, and digital teams.

Industry: Developer Tools

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Santa Clara, United States

Founded: 2012

Website LinkedIn

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Cloudinary

3 weeks ago

VP, Global Support

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 6 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Hybrid

Employment Type: Full time

Job Function: Product Management

Seniority: Sr. Director level

Key Responsibilities

•Define and execute the global support strategy to drive customer satisfaction, retention, and operational excellence.
•Lead and scale a high-performing global support organization across multiple regions and develop leaders.
•Modernize 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 using a follow-the-sun model.
•Own support performance using data and metrics (CSAT, SLA attainment, quality, productivity, deflection, operational efficiency) and partner cross-functionally to resolve customer challenges and influence product improvements.

Pay and Benefits

Perks:Health InsuranceDentalVision401kHsaAnnual BonusLearning BudgetMeal AllowancePaid Leave

Key Requirements

•10+ years leading global technical support, developer support, support engineering, or customer success organizations in enterprise SaaS.
•Experience 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.
•Bachelor’s degree in Engineering, Computer Science, Business, Information Systems, or equivalent practical experience.

Experience:10+ yearsEnterprise SaaSDeveloper support

Education:Bachelor's

Skills:Executive communicationCross-functional leadershipOperational leadershipCustomer focusOrganizational leadership

Tech Stack:AIAutomationSelf-serviceKnowledge managementLLM-powered workflowsConversational AIAPIsSDKsIntegrations

Company Brief

Cloudinary

Industry: Developer Tools

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Headquarters: Santa Clara, United States

Founded: 2012

Website LinkedIn