Senior Manager, Digital Customer Success

Camunda is the leader in enterprise agentic automation, orchestrating complex business processes, including high-value knowledge work, across agents, people, and systems. By creating production-ready, enterprise-grade agents with built-in governance, Camunda uniquely delivers trusted AI agents for business-critical processes. Over 700 leading innovators like Atlassian, ING, and Vodafone, rely on Camunda to slash time-to-value from months to days, boost operational efficiency, and elevate customer experiences. Camunda was named a Visionary in the inaugural 2025 Gartner® Magic Quadrant™ for Business Orchestration and Automation Technologies (BOAT).

As a fully remote, global company, we’re rewriting the rules of modern business. Named GP Bullhound’s 2024 Top 100 Next Unicorn list, certified as a Great Place to Work, and recognized by Flexa for true flexibility, we’re growing fast and looking for top talent to join our team. If you’re excited to do meaningful work and make real impact, keep reading, this role could be the one you’ve been waiting for.

About the Role

As our Senior Manager, Digital Customer Success, you will execute on the vision and strategy for Scaled Customer Success, by designing, launching, and continuously improving an AI-first scaled success model that delivers tech-touch motions, orchestrates end-to-end journeys, and empowers customers through self-service digital experiences that drive adoption, value realization, and retention at scale. You will oversee the Camunda Academy, Certification & Credentialing Programs, the maintenance of Camunda SuccessCenter, execution of digital adoption and risk mitigation programs, CS Content, and the continued automation and orchestration of the customer journey using Camunda. You will partner cross-functionally with Product, Engineering, Customer Success, Marketing, and IT to integrate digital services across channels, ensuring measurable outcomes and exceptional customer experiences globally.

What you'll be doing

• 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.

What you bring

• 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.

Nice-to-haves

• 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).

Familiarity with CS tech stack & data foundations (CS platforms, marketing automation, product analytics, data warehouse) to connect digital journeys end-to-end.

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.