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. Company Description Rootshell Enterprise Technologies Inc. is a recognized provider of professional IT Consulting services in the US.

Role Description Cloudinary is looking for a Technical Customer Success Manager to help enterprise customers maximise the value of our Image, Video and Digital Asset Management (DAM) platform. - Manage a portfolio of enterprise customers throughout their post-sales journey. - Serve as the primary technical point of contact, building trusted relationships with customer stakeholders. - Guide customers on best practices for implementing and using Cloudinary's Image, Video and Digital Asset Management solutions. - Deliver regular customer engagements, including business reviews, adoption planning and technical guidance sessions. - Monitor customer health, product usage and adoption metrics to identify opportunities and potential risks. - Develop and execute customer success plans to increase product adoption and support successful renewals. - Identify customer growth opportunities and partner with Account Managers to support expansion conversations. - Escalate customer issues when appropriate and coordinate with internal teams to drive timely resolution. - Capture customer feedback and share relevant insights with Product and Engineering teams. - Maintain accurate customer account information, success plans and activity within CRM and Customer Success platforms. Qualifications - 3+ years' experience in Customer Success or Technical Customer Success within a SaaS environment. - Experience managing big enterprise customer relationships and supporting successful renewals. - Technical aptitude with experience working with SaaS platforms: APIs, web technologies or cloud-based applications. - Experience working with technical stakeholders, including developers, architects or engineering teams. - Experience conducting renewal negotiations from the technical side with the Sales Representative. - Strong customer communication and relationship management skills. - Comfortable using customer data and health metrics to prioritize engagement and improve adoption. - Highly organized with the ability to manage multiple customer accounts simultaneously. - Self-motivated, collaborative and focused on delivering an excellent customer experience. - Willingness to travel up to 20% as required. Preferred Qualifications - Experience with Digital Asset Management (DAM), media platforms, image or video technologies. - Familiarity with CDN, cloud or developer-focused technologies. - Experience working with enterprise SaaS customers. Benefits - Awesome technology - Top-talent peers - 100% sponsored medical, dental, and vision plans for employees & family - HSA company contribution - Matching 401k program - Robust vacation & wellness policy - Annual development stipend - Catered lunches or a food stipend Company Description 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.

Role Description We are seeking a motivated Customer Success Associate to join our team. This is the entry point into our Customer Success function, ideal for someone who genuinely loves working with customers, is technologically savvy, and is motivated by delivering great outcomes for the people they support. Your primary focus will be maintaining regular contact with our lower-touch customers, checking in on how they are using the platform and being their first port of call when something is not working. You will triage concerns as they come in and escalate anything complex or urgent to a Customer Success Manager or Team Lead, with clear context so nothing gets lost. This is a relationship and communication role, not a contract or paperwork role. You will report to our Director, Customer Success ANZ, and join a small, close-knit CS team where you will get direct visibility and mentorship rather than getting lost in an org chart. This role suits someone who is proactive, technologically savvy, and comfortable juggling multiple customer conversations at once in a fast-moving, remote-first team. - Maintain regular, proactive contact with a portfolio of lower-touch customers, checking in on their experience and usage of the platform - Act as the first point of contact for customer queries and concerns, triaging issues and identifying the right internal owner - Escalate complex, at-risk, or urgent issues to a Customer Success Manager or Team Lead promptly, with clear context - Support onboarding: Check-ins post-implementation, and welcome sequences for new clients - Maintain accurate account records and health data in our CRM (HubSpot) - Help prepare materials for business reviews and track follow-up actions. Qualifications - Genuinely enjoys working with customers, and is motivated by delivering great outcomes for them - Technologically savvy - quick to learn new tools and systems, and comfortable troubleshooting simple issues independently - 0-2 years experience in a customer-facing, administrative, or support role (SaaS or software exposure desirable but not essential) - Highly organised, with strong attention to detail - A clear, confident communicator, comfortable liaising with clients and internal teams - Comfortable working with CRM and reporting tools (HubSpot or similar) - Able to work independently in a remote setting while staying closely connected to a distributed team. Requirements - Consistent, proactive contact maintained across your portfolio of lower-touch customers - Customer queries and concerns triaged and, where needed, escalated within agreed response times - Account records and health data kept accurate and up to date in HubSpot - Positive feedback from the CSMs and clients you support Benefits - Fully remote role with flexibility and autonomy - A one-off home office subsidy to help set you up in a productive working environment - A clearly defined growth path - this role sits at the first level of our Customer Success ANZ Career and Growth Framework, with a track through to Customer Success Manager and beyond - Enhanced parental leave policies - Flexible holiday swaps plus an additional day off for your birthday - Regular team events - monthly breakfasts, mid and end of year parties and volunteer days - A supportive, innovative culture where your input is valued and your growth encouraged Company Description We welcome applications from people of all backgrounds and encourage candidates from marginalized communities to apply. If you need adjustments during the interview process, please let us know — we’ll do our best to support you. Please note: You must have the legal right to work in Australia. A police record check will be required as part of the process.

• Troubleshoot and resolve complex technical issues — including application installation, network connectivity (VPN, DMZ, firewall-related), and device management issues — through debugging, log analysis, and API-level investigation. • Design and implement technical solutions, integrations, and workarounds tailored to customer environments, including custom API interactions and scripting (Bash/Python) for workflow automation. • Monitor customer health metrics and proactively flag technical risks that could affect retention. • Serve as the primary technical point of contact for a portfolio of customer accounts throughout their lifecycle. • Lead technical onboarding calls, product demos, and training sessions for customers during PT business hours. • Partner with Customer Success Managers to ensure smooth onboarding, adoption, and renewal of accounts.