• Supporting Onboarding Delivery: Serve as the technical counterpart to the Project Manager, owning the delivery of configuration-related tasks across card programme setup (e.g., picking up configuration tickets, following the onboarding checklist, and confirming readiness criteria are met before go-live). • Translate customer requirements into concrete configuration actions and ensure the system is set up accordingly (e.g., BIN settings, product parameters, file formats, and custom features). • Work closely with Project Managers and product/tech teams to ensure that all configuration dependencies are understood, tracked, and delivered. • Gain exposure to deployment and environment-level troubleshooting by shadowing or assisting engineering during configuration-related deployments (e.g., observing how a config change is pushed, understanding rollback processes), building the foundation for broader DevOps fluency expected at senior level. • Prepare and validate customer setups ahead of production launch (e.g., running test transactions, verifying BIN parameters, and confirming product settings match the customer’s requirements). • Support troubleshooting across APIs, logs, and configuration layers (e.g., reading Sumologic logs to identify error patterns, testing API calls in Postman, and escalating to engineering with a clear, reproducible description of the issue). • Supporting our customers: Act as the first point of technical contact for configuration, transaction, and system-level queries, working alongside the Project Manager who leads the broader customer relationship and onboarding narrative. • Support customer queries related to their configuration, transactions, and system interactions (e.g., explaining why a transaction was declined based on spend controls, helping a customer understand their file format, or clarifying how a 3DS flow works in practice). • Escalate and manage technical issues as needed, liaising with engineering and support teams (e.g., opening a ticket when a configuration change isn’t taking effect, following up until resolved, and keeping the customer informed throughout). • Assist in customer meetings and workshops when deeper configuration or technical input is required. • Participate in migration-related tasks when assigned (e.g., supporting data mapping or validation during a balance/card migration), building familiarity with end-to-end migration mechanics ahead of independently leading these at senior level. • Improving our onboarding and delivery: Participate in root cause analysis sessions for production incidents, helping feed findings into internal knowledge bases and improvements. • Maintain accurate documentation of configurations, changes, and customer-specific logic to ensure continuity (e.g., updating the customer setup template after every change, noting exceptions that differ from the standard setup). • Share feedback with product teams based on onboarding experience (e.g., flagging when a customer repeatedly asks the same question about a feature, or when a configuration step is unclear and could be improved in tooling).

• Own the post-sale lifecycle for every closed-won customer across onboarding, adoption, value realization, expansion, and renewal • Run structured onboarding from contract signature to fully live: set a joint success plan with milestones, drive the remaining integrations and data connections, configure alerting and escalation paths • Own the customer health system: run recurring reviews across product engagement, outcome quality, integration health, AI adoption, and open risks • Deliver QBRs with quantified impact grounded in real usage data and outcome reporting • Run a clear asks-and-risks process: convert customer requests into tracked internal work, route to the right owner, chase SLAs, and close the loop with the customer • Drive adoption of AI-native workflows across investigation, detection, and hunting • Triage issues live on customer calls and pull in engineering with full context when needed • Surface expansion signals and partner with Account Executives on renewal and expansion motions • Serve as voice of customer, feeding structured field signal into the product roadmap and quality feedback into the teams that build and tune detections • Build the CS playbook that future CS hires ramp on

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.