About the Role:
As the Senior Manager, Success Desk, you will lead Camunda’s pooled Scaled Customer Success function for Advanced and Essentials customers. You will own the engagement model, playbooks, and programs that ensure customers receive expert, timely, and repeatable guidance through our Success Desk and 1:many motions—driving time to value, product adoption, GRR, NRR, and a low-effort, high-satisfaction experience at scale. You’ll combine people leadership, operational rigor, and data-driven decision making to build an industry-leading scaled success function that is both customer-centric and efficient.
What you'll be doing:
Lead and grow the Success Desk team delivering pooled Customer Success coverage for Advanced and Essentials customers, fostering a culture of ownership, collaboration, and measurable outcomes.
Define, evolve, and operationalize the engagement model - reactive, proactive, and pre-emptive - for Success Desk, including playbooks, processes, and eligibility rules across key lifecycle stages.
Design and run scalable programs (Success Requests, lifecycle campaigns, 1:many sessions, office hours, webinars, and playbook-driven engagements) that increase adoption, accelerate time to value, and reduce customer effort.
Own key performance metrics for the Success Desk function, including GRR, NRR influence, renewal rate for the scaled segment, product adoption, time to value, customer health, CSAT (e.g., Success Request CSAT), on-time responses/SLAs, and 1:many engagement performance.
Own the commercial success of Advanced and Essentials customers, including escalation and risk management, forecasting and pipeline visibility, and partnering with Renewals and Sales on commercial strategies for this segment.
Embed data-driven decision making by using telemetry, health scores, product usage, and program analytics to prioritize work, refine playbooks, and identify risks and opportunities at scale.
Partner cross-functionally with Customer Success, Renewals, Sales, Support, Consulting, Product, Operations, Data/Analytics, and Marketing to align on customer journeys, renewal strategies, and program impacts for scaled segments.
Collaborate with CS Enablement and Systems teams to ensure the Success Desk has the right training, tools, workflows, and content to deliver consistent, high-quality engagements and to drive internal adoption of scaled motions.
Continuously improve operational scalability and standardization, simplifying processes, removing friction, and documenting best practices so the team can handle increasing volume without sacrificing quality.
What you bring:
Ability and/or willingness to use our product.
You are an experienced Customer Success leader with a strong track record in scaled/digital programs and pooled coverage models, comfortable balancing strategic thinking with hands-on operational execution. You know how to build and lead high-performing teams, design engagement models, and use data to drive decisions. You thrive in cross-functional environments, can influence without direct authority, and are motivated by delivering measurable customer and business outcomes.
5+ years of proven people leadership experience (people manager) in Customer Success or a closely related post-sales function, including hiring, developing, and performance-managing high-performing teams.
5+ years of experience building and scaling pooled Success models in B2B SaaS, including Success Request–based engagement and proactive lifecycle playbooks for mid-market segments.
Strong operational scalability & standardization mindset, with hands-on experience designing and improving processes, playbooks, and workflows in a data-driven way.
Clear strength in collaboration and relationship management, with a track record of partnering effectively across Customer Success, Sales, Product, Operations, and Support to drive shared outcomes.
Advanced data analysis & interpretation skills: ability to work with health scores, product telemetry, funnel/engagement metrics, and renewal data to prioritize, decide, and communicate clearly.
Solid project/program management skills, including scoping, planning, stakeholder alignment, execution tracking, and communicating status and impact to leadership.
Demonstrated strategic thinking and decision making: able to connect day-to-day team activities to portfolio-level outcomes (GRR, NRR, adoption, time to value, customer effort) and adjust strategy accordingly.
Nice-to-haves:
Background in Scaled Customer Success, Customer Experience, or Customer Marketing, especially in designing and running hybrid engagement programs.
Familiarity with CS and analytics tooling (e.g., Salesforce, Gainsight or similar CS platforms, BI tools like Tableau/Looker) and working closely with RevOps/Data teams.
Experience collaborating closely with Renewals on scaled or pooled renewal motions and integrating renewal strategy into scaled success programs.
Prior experience in process orchestration, automation, or adjacent enterprise software domains is a plus.