Senior Manager, Digital Customer Success

📋 Description

• • As a Senior Manager, Digital Customer Success at Camunda Services GmbH, you will be instrumental in shaping and executing the vision for Scaled Customer Success. This pivotal role involves designing, launching, and continuously refining an AI-first scaled success model. Your primary objective will be to deliver sophisticated tech-touch motions, orchestrate seamless end-to-end customer journeys, and empower our global customer base through intuitive self-service digital experiences. The ultimate goal is to drive significant improvements in customer adoption, value realization, and retention at scale.
• • You will take ownership of key initiatives including the Camunda Academy, transforming it into a dynamic, AI-personalized learning environment. This involves tailoring educational content to specific customer personas, their current maturity levels, and desired outcomes. Furthermore, you will lead the Certification & Credentialing Programs, ensuring they effectively signal verified proficiency and directly align with customer value realization.
• • A critical aspect of your role will be the evolution of the Camunda SuccessCenter and broader knowledge experiences. You will drive the roadmap to make these resources context-aware and conversational, leveraging generative AI to provide accurate, on-brand answers and proactive guidance to our customers.
• • You will be responsible for building, maintaining, and iterating on robust digital adoption and risk mitigation programs that span the entire post-sale customer lifecycle. This includes defining key performance indicators (KPIs), instrumenting comprehensive dashboards, and conducting A/B tests to continuously optimize customer engagement, retention rates, and health scoring metrics at scale.
• • A core function of this role is to orchestrate end-to-end customer journeys and automate key lifecycle processes by leveraging the Camunda platform itself. This will ensure the implementation of repeatable, persona-driven playbooks, efficient pooled delivery models, and proactive self-service interactions that enhance the customer experience.
• • You will establish and operate a scalable AI-first content creation and content lifecycle management system specifically for customer-facing Customer Success content, ensuring its relevance, accuracy, and accessibility.
• • Your mandate includes delivering an innovative and integrated AI-first platform and operating model for digital success. This encompasses the strategic deployment of advanced tools such as chatbots, guided learning modules, adaptive knowledge bases, predictive self-service capabilities, and comprehensive journey-level automation.
• • You will lead, inspire, motivate, and empower a high-performing team, which may include roles like eLearning Developers, Content Specialists, and Operations Managers. A key focus will be fostering an outcome-driven, data-informed culture that encourages continuous improvement and high performance.
• • Collaboration is paramount. You will work closely with cross-functional leaders across Customer Experience (CX), Operations, Marketing, Product, Sales, and Support to design, prioritize, and iterate on digital programs and capabilities. The aim is to measurably improve customer adoption and retention through integrated digital strategies.
• • You will establish and maintain metrics-driven operational excellence for all digital services. This involves a sharp focus on key outcomes such as adoption rates, self-service success, customer satisfaction, and overall retention performance.
• • This role requires a player-coach mindset, demonstrating the ability to both roll up your sleeves and tackle complex challenges hands-on, while also providing strong leadership and support to your team.
• • You will need the ability and willingness to actively use and understand the Camunda product to better serve our customers and inform product development.
• • Excellence in remote-first, asynchronous collaboration is essential, along with strong communication and stakeholder management skills, capable of engaging effectively with both executive and technical audiences across global teams.