Director, Scaled Customer Success

Job Description

Join us on December 10 for our next webinar, Embracing Non-Linear Career Paths—ideal if you’re evaluating your career journey or considering new directions. With year-end conversations just around the corner, now’s the time to gain fresh insights! Learn more here. We are Camunda - where your work will have real impact! Picture yourself at a company where your work isn’t just another task on a list, but a key driver of transformation for hundreds of organizations. Your work will directly shape how hundreds of enterprises like Atlassian, NASA, and Goldman Sachs – orchestrate their most critical processes to drive digital transformation. In 2024, we crossed the $100 million mark in ARR – an incredible milestone in our growth story. We’ve been named in GP Bullhound’s 2024 Top 100 Next Unicorn list, we’ve earned Flexa’s stamp as a truly flexible workplace, and we proudly hold Great Place to Work certification in both the USA and UK. As a fully remote, global company, we’re rewriting the rules of how modern businesses operate. And we’re just getting started! We are growing fast and on a mission to find the very best talent in the world. If you’re ready to bring your bold ideas to a fast-paced, dynamic team, keep reading – this role could be the one you’ve been waiting for.

About Camunda

Camunda is a leader in the enterprise automation sector, consistently growing over the last 12 years to meet or exceed industry standards in all aspects of Process Orchestration. Our unique orchestration technology cuts through complexity, delivering seamless automation across people, systems, and devices. As we continue to innovate and expand, we're seeking a visionary leader to implement a Scaled Customer Success function from scratch.

Role Overview

As our Director, Scaled Customer Success, you’ll architect high-impact tech-touch and mid-touch programs from the ground up that empower customers to unlock the full potential of our technology. You'll drive strategy, creating tailored playbooks and leveraging data to boost engagement and retention. Partnering with Operations and IT, you'll implement innovative, scalable solutions that streamline the customer journey. You'll build a team from scratch that will shape proactive, persona-driven self-service tools, ensuring our customers thrive while maximizing value at every stage.

What you'll be doing:

• Define and build tech-touch and mid-touch Customer Success programs to help our customers accelerate, expand, protect and realize the value they receive from our platform. This includes hiring, developing playbooks, establishing success criteria, and tailoring our customer journey to meet the needs of our customers.
• Establish and operate pooled technical and functional success capabilities, in partnership with Operations and Information Technology peers, evaluate, select, and implement tools and systems to support scalable, data-driven customer engagement strategies.
• Harness the power of data analytics to drive strategic decisions and continuous improvement. Lead A/B testing initiatives to refine customer success strategies, enhance customer experiences, and increase retention rates. Develop metrics and dashboards to monitor team performance and customer health scores.
• Provide our customers with self-service capabilities and proactive persona-driven engagement models.
• Direct the creation and curation of best practices, playbooks and content.

What you bring:

• Ability and/or willingness to use our product.
• 10+ years of relevant work experience with progressive responsibility in customer-facing, post-sales functions such as customer success, technical account management, consulting services and/or product support.
• 5+ years of relevant leadership experience.
• Experience establishing, curating and operating scaled delivery frameworks, playbooks and associated delivery assets to equip customer-facing teams at scale with the tools to be efficient and successful in guiding and supporting our customers.
• Hands-on experience with digital-touch and pooled engagement models that drive customer adoption and value realization.
• Deep understanding of the post-sale lifecycle (onboarding, adoption, value realization, advocacy and renewal), with a focus on developing scalable strategies to support a large customer base.
• Strong analytical and problem-solving skills, with experience in A/B testing, data analysis, and making data-driven decisions to improve customer and business outcomes.
• Strong communication and interpersonal skills, with ability to tactfully manage customer challenges and escalations and to lead cross-functional initiatives.
• Experience building new functions or capabilities within SaaS startups or scaleups.

#LI-DNI

What We Have to Offer:

Compensation

For external hires, we consider the skills and experience of the incoming candidate, but typically place candidates in the first half of the range to ensure ample room for growth over the entire lifecycle of the role.

Below is the annual Total Target Cash Compensation (Total Cash) range for Camundi located in one of our entities. Total Cash refers to base salary and 100% attainment of variable target, where applicable. Actual Total Cash offered will depend on factors such as skills and qualifications related to the role. To comprise the Total Rewards package, Camunda also offers equity (where applicable) in the form of a Virtual Employee Stock Option Plan and benefits based on the country of residence.

The annual Total Cash range for this position for Camundi in our entities is as follows:

• United States: $212,800.00 to $319,200.00
  
• Germany: €141,500.00 to €212,300.00
• United Kingdom: £137,900.00 to £206,900.00
• Singapore: S$264,300.00 to S$396,400.00

If you are outside one of these countries, you would be employed by our Preferred Employer Organization (PEO), Remote. After applying for the role and speaking with one of our Talent Acquisition Partners, you will be provided a link to access the Camunda Total Rewards Calculator which will outline the Total Cash range for your country.

Benefits

• A remote by design culture, we believe talent is global!
• We support our employees in maintaining a healthy work/life balance, so we offer and encourage flexible time off at Camunda. Use your flexible time for anything that helps you recharge your batteries or maintain your life outside of work.
• A home office equipment budget and the choice of hardware. Mac, Windows, Linux - you choose what works best for you or/and you can work from a coworking space.
• We are committed to fostering a nurturing workplace where your health is prioritized and we help you to thrive. That's why we've teamed up with Modern Health to provide a global well-being program accessible to all Camundi.
• Beyond therapy and coaching sessions, Modern Health also offers guided meditations, digital wellness kits, and accessible learning content ranging from mental health, financial wellness, physical movement and more!
• To promote movement we also pay towards your fitness activities.
• Power your self-driven learning journey and elevate your skills by unlocking up to 1000 $/€/£ annually with the Professional Growth Benefit.
• We understand our employees contribute immeasurably to Camunda’s success. To allow employees to benefit from that success, every Camunda employee is offered virtual shares from our Virtual Stock Option Plan (VSOP).

More of what we offer globally & in your country can be found here.

"Everyone is welcome at Camunda” — this is a celebrated component of our culture. We strive to create an inclusive environment that empowers our people. At Camunda, we honour diverse cultures and backgrounds and are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to gender, race, ethnicity, religion, belief, sexual orientation, age, disability or any other protected characteristics under applicable law. We are looking forward to your application!

Did we pique your interest? Apply now and learn more. For a complete list of jobs at Camunda, please check out: https://camunda.com/career/.