[Hiring] Customer Success Process Architect @Rootshell Enterprise Technologies, Inc.

Role Description

We are seeking a Customer Success Process Architect to design, document, and optimize customer success workflows related to renewals, retention, customer lifecycle management, and expansion initiatives. This role will focus on translating high-level business decisions into detailed operational processes, requirements, and scalable workflows that improve efficiency and customer outcomes.

The ideal candidate has strong experience in Customer Success operations, process mapping, and requirements documentation, with the ability to collaborate across Customer Success, Operations, Product, and Sales teams.

Key Responsibilities

• Process Architecture & Workflow Design
  • Document and optimize end-to-end customer success processes, including:
    • Renewals
    • Retention workflows
    • Customer escalations
    • Product expansion opportunities
    • Customer lifecycle management
  • Translate high-level business goals and renewal strategies into detailed process flows and operational requirements.
  • Design scalable workflows that improve consistency, efficiency, and customer experience.
  • Identify process gaps, bottlenecks, and automation opportunities.
• Requirements Gathering & Documentation
  • Work with stakeholders to gather business and operational requirements.
  • Create:
    • Process flow diagrams
    • SOPs
    • Business requirements documents (BRDs)
    • User stories
    • Workflow documentation
  • Ensure alignment between business objectives and operational execution.
  • Maintain process governance and documentation standards.
• Customer Success Operations Support
  • Partner with Customer Success Managers (CSMs), Operations, Product, and Sales teams to improve customer engagement workflows.
  • Support implementation of retention and renewal strategies.
  • Assist with customer health score process definitions and lifecycle tracking.
  • Standardize customer success playbooks and best practices.

Qualifications

• Strong experience in Customer Success operations.
• Experience in process mapping and requirements documentation.
• Ability to collaborate across multiple teams.

Requirements

• Proven track record in designing and optimizing workflows.
• Experience in gathering and documenting business requirements.
• Strong analytical and problem-solving skills.

Benefits

• Remote work opportunity.
• Collaborative work environment.
• Opportunities for professional growth.