Customer Success Strategist
New
C
CamundaEnterprise Software
Location: CanadaFull-TimeMiddle
Salary147,800 - 243,200 CAD per year total compensation
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Job Details
- Required Skills
- Stakeholder managementProcess improvementCustomer SuccessSaaS
Requirements
- Hands-on experience building or significantly improving a playbook, standards, or knowledge management system in a CS or professional services org.
- Proven track record governing content quality across contributors you do not directly manage.
- Experience working within or documenting a multi-stage customer journey in SaaS or enterprise software.
- Ability to push back on stakeholders and leadership with data and a constructive recommended path forward.
- Comfort operating in a hybrid authorship model.
- Strong editorial instincts.
- Deep delivery credibility with TAMs, CSMs, and consultants.
Responsibilities
- Own the playbook operating model end-to-end: structure templates, authoring guide, editorial process, approval workflow, version control, and documentation tooling standard.
- Manage the hybrid authorship model — determine which playbooks are authored in-house, led by SMEs, or co-authored.
- Map the CS playbook library to customer journey milestones.
- Run the recurring review cycle and field feedback loop.
- Identify process inefficiencies across the CS motion and bring a clear POV on what should change.
- Audit existing documentation, establish a cleanup and consolidation baseline, and publish the documentation tooling standard within the first 90 days.
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