Customer Success Process Architect (PA)
Dice is the leading career destination for tech experts at every stage of their careers. Our client, Rootshell Enterprise Technologies Inc., is seeking the following. Apply via Dice today! Hello All, Greetings from Rootshell Inc. Rootshell Enterprise Technologies Inc. is a recognized provider of professional IT Consulting services in the US. We are actively seeking Customer Success Process Architect (PA) for one of our client, Please share your resume with current location & full contact info Role:Customer Success Process Architect (PA) Location:Remote
Job Description
Role Summary 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.
With regards Naveen | Talent Acquisition Rootshell Enterprise Technologies Inc. |