Director, Customer Excellence

Camunda

21h • Remote

About The Position

As our Director, Customer Excellence, you’ll serve a strategic leadership role within Camunda’s Customer Success (CS) department to continuously improve thought leadership and delivery excellence across our CS delivery functions in service of the department’s mission to provide our clients a compelling, cohesive customer experience that accelerates, expands and protects the value they receive from Camunda. Camunda’s Customer Success department includes delivery functions comprising Technical Support, Consulting, Customer Success Management, Technical Account Management, Renewals, Education, Digital Experience Management, and a scaled customer Success Desk. You will lead and manage CS cross-functional capabilities to support, elevate and govern customer delivery across these CS delivery functions. The scope of CS cross-functional capabilities required for customer experience and delivery excellence will initially comprise Success Strategy, Engagement Management, and Success Advisory, though the full scope of cross-functional capabilities may evolve as business needs dictate.

Requirements

• Ability and/or willingness to use our product
• Player-coach able to build, scale and operationalize post-sales strategy, post-sales delivery playbooks, tools, templates, operating and governance procedures to maximize customer adoption and value realization
• Experience building and leading a software vendor customer engagement / project management capability
• Experience building and leading a software vendor post-sales service advisory and services sales support capability
• Bias for action, bias for speed

Nice To Haves

• Experience building and leading a software vendor business consulting, business analyst, and/or value discovery services capability
• Operational excellence

Responsibilities

• Provide strategic leadership to continuously improve customer experience and delivery excellence across Customer Success delivery functions.
• Lead, manage, and scale cross-functional Customer Success capabilities that enable consistent, high-quality customer outcomes.
• Own the vision, operating model, and execution for Customer Success cross-functional teams.
• Evolve the scope of Customer Success cross-functional capabilities in alignment with business growth, customer needs, and organizational priorities.
• Establish, in conjunction with our delivery functions, our delivery best practices, frameworks, playbooks, delivery tools and templates, and thought leadership that drive excellence in customer engagement and value realization.
• Partner closely with Customer Success, Sales, Product, Operations, Data Insights, and Enterprise Technologies leadership to ensure a seamless, end-to-end customer experience.

Benefits

• Remote & Flexible: Work from anywhere with the setup that suits you, home office budget, co-working space support, and flexible time off to recharge when you need it.
• In Person Connection: We invest in meaningful face time through our Annual Kickoff (Vienna in 2025, Madrid in 2026!), team offsites, and Camundi Connection Budgets, including contributing to meetups while travelling,, and local gatherings with fellow Camundi.
• Health & Wellbeing: Access locally tailored healthcare, Modern Health for global mental wellbeing, and our Live Well Lifestyle Spending Account (LSA), a flexible, global benefit that puts you in control of your whole life, not just work, from: staying active, to caring for family, exploring personal passions, meaningful experiences, and investing in your financial wellbeing. The Live Well program launches in 2026 and scales to €1,000 annually from 2027.
• Financial Security: Retirement and pension plans (often with company contributions), plus life and disability insurance where relevant.
• Professional Growth: Up to $/€/£1,000 per year for self-driven learning: courses, certifications, books, you decide!

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed