Customer Success Strategist

Camunda

8d•$139,200 - $259,400•Remote

About The Position

Customer Excellence is building the connective tissue the CS organization has grown without: portable standards, governed processes, and a closed loop from sale to renewal. The Success Strategy IC is the editor-in-chief of this system. You own the standards that define what good looks like across every playbook, process document, and field asset the CS team produces — organized around the full customer journey from pre-sales and onboarding through adoption, expansion, and renewal. Content is a hybrid between your authorship and business SMEs, but quality and sign-off always sit with you.

Requirements

Deep delivery credibility — your standards need to land with TAMs, CSMs, and consultants, not just leadership
Strong editorial instincts with the ability to challenge a draft and send it back without losing the author or the relationship
Confidence challenging leadership when standards aren't upheld or processes create avoidable friction — with the diplomacy and data to back it up
Experience building or materially improving a standards, playbook, or knowledge management system in a CS or professional services environment
Proven ability to govern quality across contributors you don't directly manage, with comfort making judgment calls on hybrid authorship and balancing cycle load against content depth
A bias toward simplification, familiarity with documentation tooling tradeoffs, and strong cross-functional collaboration skills across CS leadership, GTM Strategy & Ops, and Field Productivity
Hands-on experience building or significantly improving a playbook, standards, or knowledge management system in a CS or professional services org
Proven track record governing content quality across contributors you do not directly manage
Experience working within or documenting a multi-stage customer journey in SaaS or enterprise software
Ability to push back on stakeholders and leadership with data and a constructive recommended path forward
Comfort operating in a hybrid authorship model - coordinating SMEs while retaining editorial ownership

Nice To Haves

Prior player-coach or standards-ownership experience in enterprise software, SaaS, or professional services
Experience with governance and adherence reporting frameworks for content or process compliance
Experience coordinating a distributed regional review network across time zones and cultures
Experience designing playbook libraries organized around customer lifecycle stages rather than functional silos
Experience presenting process improvement recommendations to stakeholders, including changing established ways of working

Responsibilities

Own the playbook operating model end-to-end: structure templates, authoring guide, editorial process, approval workflow, version control, and documentation tooling standard for all CS collateral
Manage the hybrid authorship model — determine which playbooks are authored in-house, led by SMEs, or co-authored based on subject-matter depth and capacity
Map the CS playbook library to customer journey milestones so field assets are organized by stage (onboarding through renewal), with CSM and Professional Services Consulting playbooks as the near-term priority
Run the recurring review cycle and field feedback loop — every asset has an accountable SME, a review cadence, and a visible path for the field to flag gaps
Identify process inefficiencies across the CS motion, diagnose friction and rework, and bring a clear POV on what should change — escalating to CS leadership with a recommended path forward
In the first 90 days: audit existing documentation, establish a cleanup and consolidation baseline, and publish the documentation tooling standard

Benefits

Competitive, fair, and transparent compensation
Equity (where applicable) through our Virtual Stock Option Plan (VSOP)
Work from anywhere with the setup that suits you
Home office budget
Co-working space support
Flexible time off to recharge when you need it
Meaningful face time through our Annual Kickoff, team offsites, and Camundi Connection Budgets
Contribution to meetups while travelling
Local gatherings with fellow Camundi
Locally tailored healthcare
Modern Health for global mental wellbeing
Live Well Lifestyle Spending Account (LSA)
Retirement and pension plans (often with company contributions)
Life and disability insurance where relevant
Up to $/€/£1,000 per year for self-driven learning: courses, certifications, books