Customer Success Strategist

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Camunda is the enterprise platform for agentic orchestration, enabling organizations to coordinate AI agents, people, and systems across complex, end-to-end business processes. With built-in governance, auditability, and human oversight, Camunda gives enterprises the control they need to move AI from pilots to production — safely and at scale. Trusted by over 700 organizations worldwide, including 9 of top 10 US banks, Camunda helps enterprises boost operational efficiency, accelerate time-to-value, and deliver better customer experiences.

Fully remote and global, we are in the middle of something bigger: transforming into an AI-first organisation, built on our own platform. We use Agentic AI to automate, orchestrate intelligent processes, and elevate human contribution across every team.

Named GP Bullhound’s Top 100 Next Unicorn list, 2025 Great Place to Work certified. Visionary in 2025 Gartner® Magic Quadrant™ for Business Orchestration and Automation Technologies. ranked 3rd in Flexa's 2026 Most Flexible Companies, We’re growing fast and looking for top talent to join our team. If you want meaningful work, visible impact and put something genuinely rare on your CV, keep reading.

About the Role: Customer Excellence is building the connective tissue the CS organization has grown without: portable standards, governed processes, and a closed loop from sale to renewal. The Success Strategy IC is the editor-in-chief of this system. You own the standards that define what good looks like across every playbook, process document, and field asset the CS team produces — organized around the full customer journey from pre-sales and onboarding through adoption, expansion, and renewal. Content is a hybrid between your authorship and business SMEs, but quality and sign-off always sit with you.

What You Will Do

• Own the playbook operating model end-to-end: structure templates, authoring guide, editorial process, approval workflow, version control, and documentation tooling standard for all CS collateral
• Manage the hybrid authorship model — determine which playbooks are authored in-house, led by SMEs, or co-authored based on subject-matter depth and capacity
• Map the CS playbook library to customer journey milestones so field assets are organized by stage (onboarding through renewal), with CSM and Professional Services Consulting playbooks as the near-term priority
• Run the recurring review cycle and field feedback loop — every asset has an accountable SME, a review cadence, and a visible path for the field to flag gaps
• Identify process inefficiencies across the CS motion, diagnose friction and rework, and bring a clear POV on what should change — escalating to CS leadership with a recommended path forward
• In the first 90 days: audit existing documentation, establish a cleanup and consolidation baseline, and publish the documentation tooling standard

What You Will Bring to the Role

• Deep delivery credibility — your standards need to land with TAMs, CSMs, and consultants, not just leadership
• Strong editorial instincts with the ability to challenge a draft and send it back without losing the author or the relationship
• Confidence challenging leadership when standards aren't upheld or processes create avoidable friction — with the diplomacy and data to back it up
• Experience building or materially improving a standards, playbook, or knowledge management system in a CS or professional services environment
• Proven ability to govern quality across contributors you don't directly manage, with comfort making judgment calls on hybrid authorship and balancing cycle load against content depth
• A bias toward simplification, familiarity with documentation tooling tradeoffs, and strong cross-functional collaboration skills across CS leadership, GTM Strategy & Ops, and Field Productivity

Must Haves

• Hands-on experience building or significantly improving a playbook, standards, or knowledge management system in a CS or professional services org
• Proven track record governing content quality across contributors you do not directly manage
• Experience working within or documenting a multi-stage customer journey in SaaS or enterprise software
• Ability to push back on stakeholders and leadership with data and a constructive recommended path forward
• Comfort operating in a hybrid authorship model - coordinating SMEs while retaining editorial ownership

Nice to Haves

• Prior player-coach or standards-ownership experience in enterprise software, SaaS, or professional services
• Experience with governance and adherence reporting frameworks for content or process compliance
• Experience coordinating a distributed regional review network across time zones and cultures
• Experience designing playbook libraries organized around customer lifecycle stages rather than functional silos
• Experience presenting process improvement recommendations to stakeholders, including changing established ways of working

Come join us and be part of Camunda’s incredible journey: Make an impact at a pivotal moment in our story!

AI Disclaimer: Camunda may use AI tools to aid the screening of applications.