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Role Description

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.

• Oversee the Camunda Academy, Certification & Credentialing Programs, and the maintenance of Camunda SuccessCenter.
• Execute digital adoption and risk mitigation programs, CS Content, and the continued automation and orchestration of the customer journey using Camunda.
• Partner cross-functionally with Product, Engineering, Customer Success, Marketing, and IT to integrate digital services across channels.

Qualifications

• 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.

Requirements

• 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.

Benefits

• Competitive, fair, and transparent compensation.
• Remote & Flexible work options with home office budget and flexible time off.
• In-person connection opportunities through annual kickoffs and team offsites.
• Access to locally tailored healthcare and global mental wellbeing resources.
• Retirement and pension plans, plus life and disability insurance where relevant.
• Up to $/€/£1,000 per year for self-driven learning: courses, certifications, books.