Senior Manager, Success Deck

Camunda Services GmbH

Job Overview

Location

India

Job Type

Full-time

Full Job Description

📋 Description

• As the Senior Manager, Success Desk at Camunda, you will be instrumental in shaping and leading the pooled Scaled Customer Success function. This pivotal role is designed to ensure that our Advanced and Essentials customers receive expert, timely, and repeatable guidance, thereby driving significant value and fostering deep product adoption. You will be the architect of the engagement model, the creator of comprehensive playbooks, and the orchestrator of programs that empower customers to achieve their goals efficiently. Your leadership will directly impact key business metrics such as Gross Revenue Retention (GRR), Net Revenue Retention (NRR), and overall customer satisfaction, ensuring a low-effort, high-satisfaction experience at scale. This position demands a unique blend of people leadership, operational excellence, and a data-driven approach to build an industry-leading scaled success function that is both customer-centric and highly efficient.
• On a day-to-day basis, you will lead and cultivate the Success Desk team, fostering a culture of accountability, collaboration, and a relentless focus on achieving measurable outcomes. This involves defining, refining, and operationalizing the entire engagement model – encompassing reactive, proactive, and pre-emptive strategies. You will develop detailed playbooks, establish robust processes, and set clear eligibility rules that span across critical customer lifecycle stages. A significant part of your role will be designing and executing scalable programs, including managing Success Requests, implementing lifecycle campaigns, facilitating 1:many sessions, hosting office hours, and delivering webinars. These initiatives are crucial for boosting product adoption, accelerating time-to-value, and minimizing customer effort.
• You will be the custodian of key performance indicators (KPIs) for the Success Desk function. This includes meticulously tracking and influencing GRR, NRR, renewal rates for the scaled segment, product adoption metrics, time-to-value benchmarks, customer health scores, and customer satisfaction (CSAT) scores, particularly for Success Requests. Ensuring adherence to on-time responses and Service Level Agreements (SLAs), as well as evaluating the performance of 1:many engagements, will be critical. Furthermore, you will own the commercial success of Advanced and Essentials customers, actively managing escalations, mitigating risks, providing accurate forecasting and pipeline visibility, and collaborating closely with Renewals and Sales teams on strategic commercial approaches for this customer segment.
• Your role will necessitate embedding data-driven decision-making into the team's DNA. You will leverage telemetry, health scores, product usage data, and program analytics to strategically prioritize tasks, continuously refine playbooks, and proactively identify potential risks and opportunities within the scaled customer base. Cross-functional collaboration will be paramount. You will forge strong partnerships with Customer Success, Renewals, Sales, Support, Consulting, Product, Operations, Data/Analytics, and Marketing teams to ensure seamless alignment on customer journeys, renewal strategies, and the overall impact of scaled programs.
• You will also collaborate closely with CS Enablement and Systems teams to equip the Success Desk with the necessary training, cutting-edge tools, efficient workflows, and compelling content. This ensures the team can deliver consistent, high-quality engagements and drives internal adoption of scaled motions. A continuous focus on improving operational scalability and standardization will be key, involving the simplification of processes, the removal of friction points, and the meticulous documentation of best practices. This proactive approach will enable the team to manage increasing volumes effectively without compromising on the quality of service.
• The team you will lead is part of Camunda's global, fully remote structure, a company recognized for its innovation and growth, including being named to GP Bullhound’s 2024 Top 100 Next Unicorn list and certified as a Great Place to Work. Camunda is a leader in enterprise agentic automation, empowering organizations to orchestrate complex business processes with trusted AI agents. This role offers a unique opportunity to contribute to a rapidly growing, forward-thinking company that is rewriting the rules of modern business and is committed to creating an inclusive environment where diverse cultures and backgrounds are celebrated.
• In this role, you will have the opportunity to develop and implement innovative scaled customer success strategies that have a direct impact on customer retention and growth. You will gain invaluable experience in leading a global, remote team, honing your skills in operational efficiency, data analysis, and cross-functional leadership. By mastering the art of scaled customer engagement, you will contribute significantly to Camunda's mission of delivering exceptional value to its enterprise customers and solidifying its position as a visionary leader in the business orchestration and automation space.

🎯 Requirements

• 5+ years of proven people leadership experience (people manager) in Customer Success or a closely related post-sales function, including hiring, developing, and performance-managing high-performing teams.
• 5+ years of experience building and scaling pooled Success models in B2B SaaS, including Success Request–based engagement and proactive lifecycle playbooks for mid-market segments.
• Advanced data analysis & interpretation skills: ability to work with health scores, product telemetry, funnel/engagement metrics, and renewal data to prioritize, decide, and communicate clearly.
• Strong operational scalability & standardization mindset, with hands-on experience designing and improving processes, playbooks, and workflows in a data-driven way.
• Clear strength in collaboration and relationship management, with a track record of partnering effectively across Customer Success, Sales, Product, Operations, and Support to drive shared outcomes.

🏖️ Benefits

• 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.
• In Person Connection: Investment in meaningful face time through Annual Kickoff, team offsites, and Camundi Connection Budgets.
• Health & Wellbeing: Access to locally tailored healthcare, Modern Health for global mental wellbeing, and a Live Well Lifestyle Spending Account (LSA).
• Professional Growth: Up to $/€/£1,000 per year for self-driven learning: courses, certifications, books, you decide!
• Financial Security: Retirement and pension plans (often with company contributions), plus life and disability insurance where relevant.

Skills & Technologies

Senior

Remote

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Camunda Services GmbH

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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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