Manager, Customer Success

About the Role

Lead our Customer Success team to drive exceptional value for our Camunda customers, ensuring high adoption and long-term partnership success.

Responsibilities

• Manage and mentor a team of Customer Success Managers (CSMs) to achieve departmental goals.
• Develop and implement strategies to improve customer retention, satisfaction (CSAT), and Net Promoter Score (NPS).
• Oversee the customer lifecycle, including onboarding, adoption, renewal, and expansion for key accounts.
• Establish clear performance metrics and provide regular coaching and feedback to the CSM team.

Requirements

• Proven experience (5+ years) in Customer Success, Account Management, or a related client-facing role, with at least 2 years in a leadership or management capacity.
• Demonstrated success in managing and scaling a high-performing Customer Success team.
• Deep understanding of SaaS business models, customer health scoring, and renewal processes.
• Excellent communication, negotiation, and conflict resolution skills.

Nice-to-Haves

• Experience working with process automation or workflow management software (e.g., Camunda Platform).
• Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Experience managing remote or globally distributed teams.