Manager, Customer Success - Americas

Job Description

Please Note: We are away at a company retreat in the Dominican Republic with our amazing colleagues from 8th July until 14th July!
There may be a slight delay as our TA partners enjoy some well deserved downtime. We will be back from the week of 15th July. Thank you for your patience!

☀️ Got a minute? Learn more about this year’s Camunda retreat in the Dominican Republic HERE. ☀️

What you'll be doing:

Please check this video from the hiring manager sharing more about the role!

• Help define, shape and execute the CSM strategy at Camunda and scalable processes for your CSM team with a focus on banking, financial services, and insurance (BFSI) customer accounts
• Drive the results, objectives (KPIs) and activities of the contributors within your team while working closely with them to build bespoke development plans and support achieving them
• Support the forecasting of renewals and guide your team in risky renewal discussions by serving as an initial escalation point for them and their customers
• Analyze your team’s routines and customer data captured by them to maximize customer experience and spot areas for internal initiatives and improvement while defining collaboration processes with other internal teams
• Act as a CSM for customers vital to your team’s remit by leading from the front and ensuring that your team is building trusted relationships with them while helping to spot meaningful upsell opportunities
• Create an understanding among other teams of the services that CSMs deliver within Camunda and to our customers

This is a remote role and can be based anywhere where we are eligible to hire, please find a list of available countries here. The team that you’ll work with are based in the Americas, an overlap in working hours is required.

What you bring:

• Ability and/or willingness to use our product.
• Genuinely empathetic to customers and colleagues alike; willingness to share experiences and ask questions freely; aligns well into our existing collaborative team dynamic (low ego)
• Ability to build individual development plans and motivate teammates to improve their performance; ability to hold difficult conversations with individuals and manage performance issues
• Ability to manage time and balance team leadership, driving new initiatives and customer needs
• Ability to help guide the team in balancing their time across customer portfolio and with internal activities
• Coaching ability to advise CSMs where needed and serve as a sounding board for the team
• Experience interviewing CSM candidates and onboarding, coaching and mentoring new and/or junior CSM teammates
• Years of experience managing, retaining and expanding strategic customer accounts in the BFSI industries

Nice-to-haves:

1. Strong understanding of high-level software development, open source, cloud computing, DevOps concepts, and trends in the process automation space
2. Deep experience developing customer success plans that outline customers’ KPIs, customer stakeholders, critical success factors, and product adoption plan
3. Salesforce and Gainsight experience, specifically building customer engagement playbooks that yield effective and concise calls to action (CTAs)
4. Ability to hold value-based conversations with customers on how technology helps them succeed while capturing the value of Camunda’s tech and services to them

#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: $152,000.00 to $228,000.00
  
• Germany: €101,100.00 to €151,700.00
• United Kingdom: £98,500.00 to £147,800.00
• Singapore: S$188,800.00 to S$283,200.00

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.
• Social interactions are important to us! Each year, Camunda hosts a company-wide get-together in new and exciting locations. In 2024, we will be heading off to the Dominican Republic. Find out more about past annual retreats.
• 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/.