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 the Senior Manager, Success Desk, you will lead Camunda’s pooled Scaled Customer Success function for Advanced and Essentials customers. You will own the engagement model, playbooks, and programs that ensure customers receive expert, timely, and repeatable guidance through our Success Desk and 1:many motions—driving time to value, product adoption, GRR, NRR, and a low-effort, high-satisfaction experience at scale. You’ll combine people leadership, operational rigor, and data-driven decision making to build an industry-leading scaled success function that is both customer-centric and efficient.
What you'll be doing
- Lead and grow the Success Desk team delivering pooled Customer Success coverage for Advanced and Essentials customers, fostering a culture of ownership, collaboration, and measurable outcomes.
- Define, evolve, and operationalize the engagement model - reactive, proactive, and pre-emptive - for Success Desk, including playbooks, processes, and eligibility rules across key lifecycle stages.
- Design and run scalable programs (Success Requests, lifecycle campaigns, 1:many sessions, office hours, webinars, and playbook-driven engagements) that increase adoption, accelerate time to value, and reduce customer effort.
- Own key performance metrics for the Success Desk function, including GRR, NRR influence, renewal rate for the scaled segment, product adoption, time to value, customer health, CSAT (e.g., Success Request CSAT), on-time responses/SLAs, and 1:many engagement performance.
- Own the commercial success of Advanced and Essentials customers, including escalation and risk management, forecasting and pipeline visibility, and partnering with Renewals and Sales on commercial strategies for this segment.
- Embed data-driven decision making by using telemetry, health scores, product usage, and program analytics to prioritize work, refine playbooks, and identify risks and opportunities at scale.
- Partner cross-functionally with Customer Success, Renewals, Sales, Support, Consulting, Product, Operations, Data/Analytics, and Marketing to align on customer journeys, renewal strategies, and program impacts for scaled segments.
- Collaborate with CS Enablement and Systems teams to ensure the Success Desk has the right training, tools, workflows, and content to deliver consistent, high-quality engagements and to drive internal adoption of scaled motions.
- Continuously improve operational scalability and standardization, simplifying processes, removing friction, and documenting best practices so the team can handle increasing volume without sacrificing quality.
What you bring
- Ability and/or willingness to use our product.
- You are an experienced Customer Success leader with a strong track record in scaled/digital programs and pooled coverage models, comfortable balancing strategic thinking with hands-on operational execution. You know how to build and lead high-performing teams, design engagement models, and use data to drive decisions. You thrive in cross-functional environments, can influence without direct authority, and are motivated by delivering measurable customer and business outcomes.
- 5+ years of proven people leadership experience (people manager) in Customer Success or a closely related post-sales function, including hiring, developing, and performance-managing high-performing teams.
- 5+ years of experience building and scaling pooled Success models in B2B SaaS, including Success Request–based engagement and proactive lifecycle playbooks for mid-market segments.
- Strong operational scalability & standardization mindset, with hands-on experience designing and improving processes, playbooks, and workflows in a data-driven way.
- Clear strength in collaboration and relationship management, with a track record of partnering effectively across Customer Success, Sales, Product, Operations, and Support to drive shared outcomes.
- Advanced data analysis & interpretation skills: ability to work with health scores, product telemetry, funnel/engagement metrics, and renewal data to prioritize, decide, and communicate clearly.
- Solid project/program management skills, including scoping, planning, stakeholder alignment, execution tracking, and communicating status and impact to leadership.
- Demonstrated strategic thinking and decision making: able to connect day-to-day team activities to portfolio-level outcomes (GRR, NRR, adoption, time to value, customer effort) and adjust strategy accordingly.
Nice-to-haves
- Background in Scaled Customer Success, Customer Experience, or Customer Marketing, especially in designing and running hybrid engagement programs.
- Familiarity with CS and analytics tooling (e.g., Salesforce, Gainsight or similar CS platforms, BI tools like Tableau/Looker) and working closely with RevOps/Data teams.
- Experience collaborating closely with Renewals on scaled or pooled renewal motions and integrating renewal strategy into scaled success programs.
- Prior experience in process orchestration, automation, or adjacent enterprise software domains is a plus.
Important: This role is an existing vacancy
#LI-AL1
What We Have to Offer
Compensation
We offer competitive, fair, and transparent compensation. Salary ranges are location-based, with Standard and Major markets (global tech hubs) reflecting local competition.
The Annual Total Target Cash (base salary + 100% variable target, where applicable) shown below spans from the minimum in a Standard market to the maximum in a Major market. Final offers depend on skills, experience, and location, and we typically hire in the first half of the range to allow room for growth:
- United States: $197,900.00 to $319,200.00
- United Kingdom: £124,300.00 to £204,400.00
- Singapore: S$245,800.00 to S$368,700.00
If you’re based elsewhere, you’ll be hired via Remote.com (our global employer partner), and your Talent Acquisition Partner will provide a personalized Total Rewards Calculator after your first interview.
Equity: We also offer equity (where applicable) through our Virtual Stock Option Plan (VSOP).
Benefits & Perks
We invest in your wellbeing, growth, and ability to connect, along with perks that support you no matter where you’re based. Our benefits are globally designed and locally delivered where applicable.
- Remote & Flexible: Work from anywhere with the setup that suits you, home office budget, co-working space support, and flexible time off to recharge when you need it.
- In Person Connection: We invest in meaningful face time through our Annual Kickoff (Vienna in 2025, Madrid in 2026!), team offsites, and Camundi Connection Budgets, including contributing to meetups while travelling,, and local gatherings with fellow Camundi.
- Health & Wellbeing: Access locally tailored healthcare, Modern Health for global mental wellbeing, and our Live Well Lifestyle Spending Account (LSA), a flexible, global benefit that puts you in control of your whole life, not just work, from: staying active, to caring for family, exploring personal passions, meaningful experiences, and investing in your financial wellbeing. The Live Well program launches in 2026 and scales to €1,000 annually from 2027.
- Financial Security: Retirement and pension plans (often with company contributions), plus life and disability insurance where relevant.
- Professional Growth: Up to $/€/£1,000 per year for self-driven learning: courses, certifications, books, you decide!
”Everyone is welcome at Camunda” — it’s a celebrated component of our culture. We strive to create an inclusive environment that empowers our people. At Camunda, we honour diverse cultures and backgrounds and are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to gender, race, ethnicity, religion, belief, sexual orientation, age, disability or any other protected characteristics under applicable law. We are looking forward to your application!
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.
