About the Role:
As our Customer Experience Manager, you will be responsible for the execution, operations, and ongoing delivery of our scaled customer experience across the customer lifecycle. Reporting to the Director, Scaled Customer Success, you’ll turn our CX strategy into reality through well-orchestrated increasingly AI-powered communications, programs, and self-serve capabilities that improve engagement, adoption, and value realization at scale.
Your north star is to make the customer experience real, consistent, and scalable. You will own our Voice of the Customer (VoC) practice and lead scaled customer journey mapping, transforming feedback and journey insights into concrete programs, content, and improvements. You’ll champion Camunda’s AI-first vision, especially within Scaled Customer Success, by using AI-driven insights and automation to personalize experiences, reduce customer effort, and help customers realize value faster. You’ll partner closely with teams like Marketing Ops, Ops, Product, and IT to ensure customers receive the right information, through the right channel, at the right time.
This is an individual contributor role with a strong focus on hands-on execution, end-to-end project management, cross-functional coordination, and continuous improvement.
What you'll be doing:
Design, execute, and continuously optimize digital-first lifecycle programs using customer data, journey insights, and automation & orchestration to deliver the right content, to the right person, at the right time.
Own and maintain customer journey maps across key lifecycle stages, identifying gaps, moments of friction, and opportunities to improve the end-to-end customer experience in partnership with cross-functional teams.
Support the execution and evolution of the Voice of the Customer (VoC) program by managing listening posts, synthesizing feedback, and helping translate insights into actionable improvements.
Build and maintain communication calendars and cadences, ensuring tight alignment with key customer milestones, product launches, and internal stakeholders.
Create and optimize customer-facing copy (email, in-app, portal, community, and more) that drives product adoption, engagement, and value realization.
Translate journey insights and customer feedback into actionable programs, communications, and experience improvements that drive adoption and reduce customer effort.
Collaborate with Customer Success, Support, Product, and Marketing to ensure a cohesive, low-effort customer experience across digital and human touchpoints.
Measure, analyze, and report on program performance and business impact (e.g., adoption, engagement, satisfaction, retention), and provide clear recommendations and roadmaps for course corrections and continuous improvement.
Own day-to-day project and program management for CX initiatives, including scoping work, managing timelines and dependencies, and ensuring on-time, high-quality delivery.
What you bring:
Ability and/or willingness to use our product.
5+ years of experience in B2B SaaS in roles such as Customer Success, Customer Experience, Customer Marketing, or similar roles.
5+ years of hands-on experience building digital-first, omni-channel programs with a consistent record of improving customer adoption, health, and retention, and of crafting compelling and impactful customer engagements.
A customer-obsessed, execution-focused mindset, with curiosity about process orchestration and automation and a willingness to learn and use Camunda.
Strong customer-facing copywriting skills, with the ability to make complex concepts simple, clear, and actionable.
Solid project and stakeholder management skills, with experience coordinating cross-functional work, managing competing priorities, and driving accountability in a fast-paced, distributed environment.
Expertise identifying trends through data analysis and turning insights into actionable outcomes, as well as experience working with customer success and analytics tools like Gainsight Journey Orchestrator, Salesforce, Tableau, and others.
Nice-to-haves:
Experience leading or project-managing complex cross-functional CX initiatives in a matrix organization.
Strong data analysis skills, including segmentation, experimentation, and translating findings into concrete CX improvements.
Experience designing or operating AI-powered customer experiences (e.g., generative AI assistants, personalized recommendations, AI-driven journey orchestration) and understanding how to apply AI safely and ethically in customer-facing contexts.