Remote
Remote
Senior
Full Time
9 days ago
💰$191,800 - $309,200
remoteAI-drivencustomer successleadershipdigital adoptioncustomer retention
Requirements
- •8+ years professional experience in Customer Success, Customer Experience, or similar functions and 3+ years of relevant leadership experience
- •Proven experience establishing and operating digital delivery frameworks, self-serve capabilities, and digital-touch engagement models that drive adoption and value realization across large customer populations
- •Strong analytical and problem-solving skills, with a track record of A/B testing, data-driven decision-making, and building metrics/dashboards that improve customer and business outcomes
- •Hands-on experience delivering AI-driven customer experiences (e.g., chatbots/virtual assistants, adaptive knowledge bases, NLP/LLM-powered tools) and ensuring data privacy, security, and ethics
- •Deep understanding of the post-sale lifecycle across onboarding, adoption, value realization, advocacy, and renewal—including experience curating best practices and customer-facing content
- •Demonstrated success partnering with Product, Engineering, Operations, Marketing, and IT to integrate digital success capabilities into SaaS platforms and journeys
- •Player-coach mindset, equally comfortable rolling up your sleeves to solve complex challenges hands-on and while supporting a high performing team
- •Ability and/or willingness to use our product
- •Excellence in remote-first, async collaboration with global teams; strong communication and stakeholder management across executive and technical audiences
What You'll Do
- •Execute the Scaled Customer Success strategy by defining and building tech-touch programs that accelerate, expand, protect, and realize customer value at scale
- •Oversee the Camunda Academy, transforming it into an AI-personalized learning environment that adapts to customer personas, maturity, and outcomes; lead the Certification & Credentialing Programs to signal verified proficiency aligned with value realization
- •Execute on the roadmap of Camunda SuccessCenter and knowledge experiences, evolving them into context-aware, conversational services powered by generative AI that deliver accurate, on-brand answers and proactive guidance
- •Build, maintain, and iterate on digital adoption and risk mitigation programs across the post-sale lifecycle; define KPIs, instrument dashboards, and run A/B tests to continuously optimize engagement, retention, and health scoring at scale
- •Orchestrate end-to-end customer journeys and automate lifecycle processes using Camunda, ensuring repeatable, persona-driven playbooks, pooled delivery models, and proactive self-service interactions
- •Stand up and operate scalable AI-first content creation and content lifecycle management for customer facing CS content
- •Deliver an innovative and integrated AI-first platform and operating model for digital success, including chatbots, guided learning, adaptive knowledge bases, predictive self-service, and journey-level automation
- •Develop, inspire, motivate and empower a high-performing team (e.g., eLearning Developers, Content Specialists, Operations Managers), fostering an outcome-driven, data-informed culture
- •Collaborate with cross-functional leaders in CX, Ops, Marketing, Product, Sales, and Support to design, prioritize, and iterate on digital programs and capabilities that measurably improve adoption and retention
- •Establish metrics-driven operational excellence for digital services, focusing on adoption, self-service success, satisfaction, and retention outcomes
Nice to Have
- •Experience with process automation / orchestration or developer-focused SaaS (e.g., workflow engines, iPaaS, low-code platforms)
- •Proven history building customer communities and advocacy programs (user groups, champions networks, advisory boards)
Benefits
- •Remote & Flexible work from anywhere with home office budget, co-working space support, and flexible time off
- •In Person Connection through Annual Kickoff, team offsites, and Camundi Connection Budgets including meetups and local gatherings
- •Health & Wellbeing with locally tailored healthcare, Modern Health for global mental wellbeing, and Live Well Lifestyle Spending Account (LSA)
- •Financial Security with retirement and pension plans, life and disability insurance where relevant
- •Professional Growth with up to $/€/£1,000 per year for self-driven learning: courses, certifications, books
About Camunda
Camunda enables organizations to orchestrate and automate processes to overcome complexity, increase efficiency, and operationalize AI.
Berlin, Germany
500-1000
IT Services & Consulting