Job Overview
Location
Canada
Job Type
Full-time
Category
Customer Success
Date Posted
May 19, 2026
Full Job Description
đź“‹ Description
- • Own the end-to-end playbook operating model for Customer Success, including structure templates, authoring guides, editorial processes, approval workflows, version control, and documentation tooling standards across all CS collateral.
- • Manage a hybrid authorship model that determines whether playbooks are authored in-house, led by subject matter experts (SMEs), or co-authored based on subject-matter depth and team capacity.
- • Map the entire CS playbook library to customer journey milestones — from pre-sales and onboarding through adoption, expansion, and renewal — prioritizing CSM and Professional Services Consulting playbooks in the near term.
- • Run a recurring review cycle and field feedback loop, ensuring every asset has an accountable SME, defined review cadence, and a visible channel for field teams to report gaps or inaccuracies.
- • Identify inefficiencies and friction points across the Customer Success motion, diagnose root causes of rework, and propose data-backed process improvements with clear recommended paths forward to CS leadership.
- • Audit existing documentation within the first 90 days to establish a cleanup and consolidation baseline, then publish a standardized documentation tooling standard for global adoption.
- • Maintain editorial ownership over all CS content while collaborating with SMEs who are not direct reports, ensuring quality, consistency, and alignment with customer journey objectives.
- • Challenge drafts and feedback with strong editorial instincts, maintaining positive relationships while upholding high standards for clarity, structure, and usability.
- • Govern content quality across distributed teams without direct authority, making judgment calls on authorship balance, workload distribution, and content depth vs. timeliness.
- • Simplify complex processes and documentation systems, leveraging familiarity with documentation tooling tradeoffs to select optimal solutions for global scalability.
- • Collaborate cross-functionally with CS leadership, GTM Strategy & Ops, and Field Productivity teams to align playbook standards with operational needs and field realities.
- • Present process improvement recommendations to stakeholders, including proposals to change established ways of working, backed by data and constructive alternatives.
- • Design and maintain a playbook library organized around customer lifecycle stages rather than functional silos to enhance accessibility and relevance for field teams.
- • Coordinate a distributed, multi-time-zone review network across regions and cultures to ensure global consistency and cultural relevance in all CS assets.
- • Implement governance and adherence reporting frameworks to track compliance with playbook standards and document usage across the Customer Success organization.
- • Drive adoption of new standards by building credibility with field teams including TAMs, CSMs, and consultants — ensuring standards are practical, actionable, and trusted at the point of delivery.
- • Continuously refine the playbook ecosystem based on real-time field feedback, performance data, and evolving customer journey dynamics.
- • Serve as the editor-in-chief of the CS knowledge system, ensuring all assets are current, accurate, governed, and aligned with Camunda’s mission to transform into an AI-first organization.
🎯 Requirements
- • Hands-on experience building or significantly improving a playbook, standards, or knowledge management system in a Customer Success or professional services organization
- • Proven track record governing content quality across contributors you do not directly manage
- • Experience working within or documenting a multi-stage customer journey in SaaS or enterprise software
- • Ability to push back on stakeholders and leadership with data and a constructive recommended path forward
- • Comfort operating in a hybrid authorship model — coordinating SMEs while retaining editorial ownership
🏖️ Benefits
- • Remote & flexible work with home office budget and co-working space support
- • Annual in-person team events including the Kickoff and Camundi Connection Budgets for local gatherings and travel
- • Global health and wellbeing benefits including Modern Health for mental wellness and the Live Well Lifestyle Spending Account (LSA) for personal wellbeing expenses
- • Retirement and pension plans with company contributions, plus life and disability insurance where applicable
- • Up to $/€/£1,000 annually for self-directed learning, including courses, certifications, and books
- • Competitive annual total target cash compensation range of C$147,800 to C$243,200 in Canada
- • Equity via Virtual Stock Option Plan (VSOP)
- • Inclusive culture with equal opportunity employment practices and support for diverse backgrounds
Skills & Technologies
Remote
About Camunda Services GmbH
Camunda provides open-source workflow and decision automation technology for developers to design, execute and improve business processes. The platform combines standards-based modeling with scalable runtime engines, supporting BPMN, DMN and CMMN. Founded in 2008, it serves organizations needing end-to-end process orchestration across human tasks, microservices and IoT, offering cloud and on-premise deployment options.
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