Vice President, Global Support

About Cloudinary

Cloudinary is a widely used image and video API platform relied on by millions of developers and more than 10,000 companies around the world. Its tools help websites perform faster, improve engagement, and support more creative digital experiences. With an expanding product set that serves developer productivity as well as brand storytelling, Cloudinary positions itself as the visual layer of the web.

The company operates with a globally distributed workforce across North America, EMEA, and Asia-Pacific. Its culture centers on humility, curiosity, collaboration, healthy growth, purposeful work, and creating meaningful impact. Cloudinary values employees whose ideas are heard and whose work contributes directly to the business.

Role overview

Cloudinary is hiring a VP, Global Support to join its Customer Success organization in London, England, United Kingdom. This leader will help advance the company’s goal of delivering outstanding customer and developer experiences at scale while supporting sustainable growth across a global customer base.

The position spans global support strategy, developer experience, enterprise support operations, AI and automation, knowledge management, support engineering, KPI ownership, organization design, and talent development. You will work closely with Engineering, Product Management, Customer Success Management, Solutions Engineering, Professional Services, Revenue Operations, Sales, Marketing, and executive leadership to improve customer outcomes and business results.

As part of the Customer Success leadership team, you will act as the customer advocate across the company, ensuring support insights shape product direction, operational improvements, and strategic investment choices. The role aligns with Cloudinary’s values of Customer Value First, being Efficient and Impactful, and promoting a culture that is Humble, Helpful, and Proud.

Key responsibilities

• Set the direction for Cloudinary’s global developer support function and ensure it contributes meaningfully to customer satisfaction, retention, and growth.
• Grow and guide a high-performing global support team, including managers and individual contributors, across multiple regions and time zones.
• Work across Engineering, Product, Customer Success, Solutions Engineering, Professional Services, Sales, and Marketing to create smoother customer journeys and deliver cross-functional initiatives.
• Track, evaluate, and improve support performance through ownership of metrics such as customer satisfaction, SLA performance, support quality, efficiency, and team effectiveness.
• Create, refine, and scale support programs, knowledge systems, self-service options, escalation paths, and support engineering workflows.
• Lead initiatives in AI, automation, and operational improvement to raise customer outcomes and improve team productivity and scale.
• Communicate clearly with customers, senior leadership, and cross-functional partners to align priorities, share findings, and influence decisions.
• Help build an inclusive, high-accountability, continuously learning, and customer-focused culture.

Candidate profile

• Proven leadership experience in large-scale technical support, developer support, support engineering, or customer success within complex SaaS environments.
• Strong ability to communicate and collaborate across varied teams, functions, cultures, and executive stakeholders.
• Comfort handling ambiguity, solving difficult problems, and setting priorities in a fast-moving, high-growth setting.
• Hands-on experience with AI-enabled support platforms, automation tools, CRM systems, knowledge management systems, and other customer support technologies.
• Background in improving operations through metrics, process optimization, automation, and organizational design.
• Success in building and scaling global follow-the-sun support teams during rapid growth.
• Willingness to learn and apply new technologies, AI capabilities, tools, and support methods.
• At least 10 years of experience in technical support, developer support, customer success, support engineering, or a closely related area, including leadership of global teams and managers.
• Experience working with globally distributed teams and customers in a multicultural environment.
• Experience supporting both developer-oriented SaaS products and enterprise customers in highly technical settings.
• Demonstrated partnership with Product and Engineering teams 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.

Benefits

• Access to strong technology and tools.
• Opportunity to work with highly talented peers.
• Generous vacation and wellness policy.
• Annual learning and development stipend.
• Catered lunches or a food stipend.

Additional information

Cloudinary is an equal-opportunity employer and is committed to building a diverse workforce.

The company may use AI tools during parts of the hiring process, such as reviewing applications, analyzing resumes, or checking responses for potential inconsistencies or verification signals. These tools support the recruitment team but do not replace human judgment. Final hiring decisions are made by people. Applicants who want more information about data processing can contact the company directly.