Senior Customer Success Manager
New
C
CamundaB2B software
Location: United States
Secondary Locations: Canada
Workplace: RemoteFull-TimeSenior
Salary143,400 - 231,200 USD per year total compensation
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Job Details
- Experience
- 6+ years in Customer Success, Strategic Account Management, or customer-facing consulting in B2B software, ideally working with enterprise customers.
- Required Skills
- SalesforceStakeholder managementProcess improvementCRMCustomer Success
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.
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.
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