Senior Manager, Success Desk - Remote Leadership Role

About the Role

Join Camunda as a Senior Manager, Success Desk in a fully remote role where you will lead our pooled Scaled Customer Success function for Advanced and Essentials customers. This position is pivotal in ensuring that our customers receive expert guidance through our Success Desk, driving product adoption and enhancing customer satisfaction. As a leader in this innovative environment, you will have the opportunity to make a significant impact on our customers' success.

What You'll Be Doing

• Lead and grow the Success Desk team, fostering a culture of ownership and collaboration.
• Define and operationalize the engagement model, including playbooks and processes for customer interactions.
• Design scalable programs that increase product adoption and reduce customer effort.
• Own key performance metrics such as GRR, NRR, and customer satisfaction scores.
• Manage the commercial success of customers, working closely with Renewals and Sales teams.
• Utilize data-driven decision making to prioritize work and refine engagement strategies.
• Collaborate cross-functionally with various teams to align on customer journeys and strategies.
• Continuously improve operational processes to enhance scalability and efficiency.

Requirements

• 5+ years of experience in Customer Success or related post-sales functions.
• Proven track record in leading high-performing teams and designing engagement models.
• Strong operational mindset with experience in process improvement.
• Excellent collaboration skills and ability to influence across teams.
• Advanced data analysis skills to drive decision-making.

Nice-to-Haves

• Experience in Scaled Customer Success or Customer Experience roles.
• Familiarity with analytics tools such as Salesforce and BI tools like Tableau.
• Background in process orchestration or automation.

What We Offer

• Competitive salary and equity options.
• Remote work flexibility with a home office budget.
• Health and wellbeing benefits, including tailored healthcare and mental health support.
• Professional growth budget for courses and certifications.
• Annual team offsites and meaningful face-to-face connections.

At Camunda, we are committed to creating an inclusive environment that empowers our people. We celebrate diverse cultures and backgrounds and are proud to be an equal opportunity employer. If you are excited about making a real impact and leading a successful team, we encourage you to apply for the Senior Manager, Success Desk - Remote position.