Cloudinary B2B SaaS Customer Intelligence Manager 

United Kingdom, London 

384822444

Cloudinary is looking for a Director, Customer Intelligence to join our team. This individual will be responsible for generating and operationalizing customer analysis and insights about our customer base that would improve customer engagement, retention, and growth and support the development of longer-term strategy and planning. You will report to the Chief Customer Officer and will collaborate closely with the company's strategy team. This role is perfect for someone with a strong analytical background and a desire to impact customer engagement and business performance.Responsibilities:Help turn insights into a customer engagement strategy.Develop a comprehensive knowledge base to better understand Cloudinary’s customers and drive improvements in retention and growth.Lead churn, retention, and win/loss analyses to derive actionable insights for team performance enhancement.Manage the collection and prioritization of product feedback from customer success teams for product development.Analyze customer goals and challenges across different industries and segments.Identify opportunities for adoption, upsell, and cross-sell and guide campaign strategies.Contribute to customer risk assessments based on profiles.Support monthly and quarterly performance management.Advocate customer insights internally and support the development of company and product strategies and plans.Assist customer success leaders in defining the customer journey.Help define customer ROI and value models.Own customer surveys within the customer success organization.About you:Analytical Expertise: You possess strong analytical skills and have a proven track record of generating actionable customer insights from complex data sets.Experience: You have extensive experience in customer intelligence, data analysis, or a similar role, preferably within the tech or SaaS industry.Leadership: You have demonstrated leadership abilities, capable of guiding cross-functional teams and managing multiple projects simultaneously.Communication: You are an excellent communicator, able to convey complex insights to diverse stakeholders in a clear and compelling manner.Collaboration: You excel at working collaboratively with various teams, including strategy, product, sales, and R&D, to drive customer-focused initiatives.Relationship building: ability to forge strong relationships and influence cross functionally.Customer Focus: You have a deep understanding of customer behavior, goals, and challenges, and are passionate about enhancing customer engagement and retention.Problem-Solving: You are a strategic thinker with strong problem-solving skills, able to identify trends and develop strategies to optimize customer success.Adaptability: You thrive in a dynamic environment and are adept at managing change and driving innovation to meet evolving business needs.#LI-BP1