Senior Customer Success Manager

Camunda is the leader in enterprise agentic automation, orchestrating complex business processes across agents, people, and systems. As a Senior Customer Success Manager, you will serve as a strategic partner to enterprise customers, guiding them through adoption, growth, and renewal while collaborating with various internal teams to ensure customer success and satisfaction.

Responsibilities:

• Own a portfolio of enterprise customers and act as their primary strategic partner from onboarding through renewal—aligning on goals, success measures, and an adoption roadmap that delivers real business value
• Drive retention and expansion by managing health, risk, and opportunities across your accounts, partnering with Sales and internal teams to secure renewals and uncover meaningful growth opportunities
• Lead structured customer conversations (e.g., onboarding sessions, success plan reviews, value and health check-ins) that connect Camunda capabilities to customer outcomes in clear, business-friendly terms
• Use data to tell the story—leveraging usage, value, and health signals to prioritize actions, forecast outcomes, and make informed recommendations for both customers and internal stakeholders
• Project manage cross-functional work (with TAMs, Consulting, Product, and Support) to unblock customers, close the loop on issues, and keep complex programs moving forward
• Contribute to our Customer Success practice by sharing learnings, mentoring peers, and helping refine playbooks, processes, and tooling as our team and portfolio scale

Requirements:

• Ability and/or willingness to use our product
• 6+ years in Customer Success, Strategic Account Management, or customer-facing consulting in B2B software, ideally working with enterprise customers
• Proven ability to build trust with senior and operational stakeholders, navigate complex organizations, and lead candid, outcome-focused conversations
• Experience supporting or owning renewals and expansion in a recurring revenue model, including comfort with forecasting, pipeline hygiene, and risk/opportunity assessment
• Ability to interpret customer data (adoption, health signals, value metrics) and turn it into clear insights, priorities, and next steps for both customers and internal teams
• Strong written and verbal communication skills, including leading customer meetings, presenting recommendations, and aligning cross-functional collaborators in a remote-first environment
• Experience with orchestration, automation, or adjacent domains (e.g., process improvement, workflow, integration platforms) and/or technical products
• Hands-on familiarity with Salesforce, Gainsight, or similar CRM/CS platforms for managing accounts, activities, and health
• Experience working closely with technical counterparts (e.g., Solution Architects, TAMs, Engineering, or Product) to drive adoption and resolve complex issues
• A track record of mentoring peers, contributing to playbooks, or helping shape how a Customer Success team operates