Customer Success Manager - AMER

Camunda is the enterprise platform for agentic orchestration, enabling organizations to coordinate AI agents, people, and systems across complex, end-to-end business processes. With built-in governance, auditability, and human oversight, Camunda gives enterprises the control they need to move AI from pilots to production — safely and at scale. Trusted by over 700 organizations worldwide, including 9 of top 10 US banks, Camunda helps enterprises boost operational efficiency, accelerate time-to-value, and deliver better customer experiences.

Fully remote and global, we are in the middle of something bigger: transforming into an AI-first organisation, built on our own platform. We use Agentic AI to automate, orchestrate intelligent processes, and elevate human contribution across every team.

About the Role

As a Customer Success Manager at Camunda, you’ll be the strategic partner to a portfolio of enterprise customers, helping them turn complex process orchestration and automation goals into real, measurable outcomes. You’ll sit at the intersection of business impact and technical possibility—guiding customers through adoption, growth, and renewal while collaborating closely with Sales, Product, Engineering, Consulting, and Support.

What You'll Be Doing

• 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.

What You Bring

• Ability and/or willingness to use our product.
• Relevant experience: 6+ years in Customer Success, Strategic Account Management, or customer-facing consulting in B2B software, ideally working with enterprise customers.
• Relationship & stakeholder management: Proven ability to build trust with senior and operational stakeholders, navigate complex organizations, and lead candid, outcome-focused conversations.
• Commercial awareness & forecasting: Experience supporting or owning renewals and expansion in a recurring revenue model, including comfort with forecasting, pipeline hygiene, and risk/opportunity assessment.
• Data-informed decision-making: 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.
• Communication & facilitation: Strong written and verbal communication skills, including leading customer meetings, presenting recommendations, and aligning cross-functional collaborators in a remote-first environment.

Nice-to-Haves

• Experience working with customers in financial services, banking, insurance, or other regulated industries.
• 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.