Manager, Customer Success (DACH) - remote

Field Operations

Camunda is the leader in process orchestration software. Our software helps orchestrate complex business processes that span people, systems, and devices. With Camunda, business users collaborate with developers to model and automate end-to-end processes using BPMN-powered flowcharts that run with the speed, scale, and resiliency required to compete in today’s digital-first world. Hundreds of enterprises such Intuit, Nokia, Deloitte, Deutsche Telekom, Roche Pharmaceuticals, Vodafone, ING, Allianz, Lufthansa, Atlassian design, automate, and improve mission-critical business processes with Camunda to drive digital transformation. Camunda has been repeatedly recognized by Deloitte as a high-growth company and is operating as a remote-first company.

About the team:

Camunda's CSMs are trusted advisors to the customer, fostering successful adoption which will naturally lead to retention. Responsible for renewals, they spot opportunities for expansion and team up with sales when it comes to commercial negotiations.

The Global team has 27 members managed by our VP of Global Customer Success and is split into three theaters (AMERICAS, APAC, EMEA). EMEA consists of several regions which are grouped together in two teams, AMORE (Africa, Middle East, Other Regions Europe) and DACH (Germany, Austria, Switzerland). We have a Director responsible for the EMEA theater and a Manager for the AMORE team.

We are looking for a Manager for the DACH team of three Intermediate Customer Success Managers and three Senior Customer Success Managers that will focus on being the team members' coach and guiding them through their daily interactions with customers and peers.

What you’ll get to do:

  • Direct people manager for a team of Customer Success Managers, responsible for career growth, performance evaluations, setting of priorities, and overall strategic guidance to help them to their best work
  • Responsible for strategic planning for the CSM function, including quarterly OKRs and annual goals as well as documentation of team responsibilities, goals and success metrics
  • Help define, shape and execute the CSM strategy for Camunda’s clients in DACH region, including but not limited to forecasting renewals and engagement on special expansions/contract migration discussions
  • Recruit and onboard as necessary new CSMs on the team
  • Analyze customer data captured by the team to maximize customer experience and spot areas for internal initiatives and improvement
  • Manage key customers vital to the team’s success while also serving as an initial escalation point for customers
  • Create and promote collaboration techniques with internal stakeholders (consulting and sales team)

What you’ll bring along:

  • Proven experience in and demonstrated passion towards Customer Success Management, ideally in scaling SaaS organizations 
  • Understanding of On Prem, Cloud SaaS and Self-Managed
  • High level of exposure within DACH region - fluency in German and English (ability to conduct business negotiations)
  • Experience in coaching, mentoring or developing fellow Customer Success team members
  • Direct people management experience not requirement but highly preferred
  • Ability and/or willingness to use our product (Open Source experience is preferred)
  • Proven experience or desire to thrive in remote-first environment 
  • Understanding of how and why companies build custom software apps
  • Analytical and metric-driven mindset

If you don’t think you meet all of the criteria but are still interested in the job, please apply.  Nobody checks every box - we’re looking for candidates that are particularly strong in a few areas, and have some interest and capabilities in others.

What we have to offer:

  • A remote-first culture that enables you to work remotely as much as you’d like to. We believe talent is global! 
  • A home office equipment budget and the choice of hardware. Mac, Windows, Linux, you choose what works best for you! 
  • If you like working from an office space, we have our modern and collaborative hubs (Berlin, Dallas & Denver) or you can work from a coworking space.
  • 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 clear mind is a healthy mind; we offer a headspace subscription and pay towards your fitness activities.
  • Social interactions are important to us! Each year, Camunda hosts  a company-wide get-together in new and exciting locations! In 2021, we rented out a whole island in Croatia. Find out more about our annual retreats here.
  • Inclusive culture based on our FAITH values; quarterly performance reviews and employee engagement surveys to make sure you feel heard and valued.
  • We understand that 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” — it’s a celebrated component of our culture. We strive to create an inclusive environment that empowers our people.  At Camunda, we honor diverse cultures and backgrounds and are proud to be an equal opportunity employer. All qualified applications 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/.

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