Customer Success Strategist

About the role

Camunda is seeking a Customer Success Strategist to lead the development and governance of its Customer Excellence playbooks. In this fully remote position you will define standards, author content, and ensure a closed‑loop process from pre‑sales through renewal, helping customers adopt and expand on the Camunda platform.

Key responsibilities

• Own the end‑to‑end playbook operating model, including templates, authoring guides, editorial workflow, version control and tooling standards.
• Manage a hybrid authorship approach, deciding which playbooks are created in‑house, led by SMEs, or co‑authored.
• Map the playbook library to customer‑journey milestones, prioritising onboarding, adoption, expansion and renewal assets.
• Run recurring review cycles and field feedback loops, assigning accountable SMEs and establishing review cadences.
• Identify process inefficiencies in the CS motion, diagnose friction, and propose improvement plans to leadership.
• In the first 90 days, audit existing documentation, establish a cleanup baseline and publish the documentation tooling standard.

Required profile

• Deep delivery credibility with experience influencing Technical Account Managers, Customer Success Managers and related stakeholders.
• Proven ability to audit, consolidate and improve large sets of documentation.

Required skills