Senior Manager, Digital Customer Success - Remote

About the Role

Join us as a Senior Manager, Digital Customer Success in a fully remote position where you will lead the charge in transforming customer experiences through innovative digital strategies. At Camunda, we are redefining the landscape of enterprise automation, and as a leader in this space, we are looking for someone who is passionate about driving customer success and creating impactful digital experiences.

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.

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.
• 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).

What We Offer

• Competitive, fair, and transparent compensation based on location.
• 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.
• Health & Wellbeing: Access locally tailored healthcare and global mental wellbeing support.
• Professional Growth: Up to $1,000 per year for self-driven learning: courses, certifications, books, you decide!
• In Person Connection: Annual Kickoff events and team offsites to foster connections.

Join us as a Senior Manager, Digital Customer Success and be part of a team that is making a real impact in the world of enterprise automation. This role offers the opportunity to work remotely while leading innovative customer success initiatives that leverage AI and digital technologies.