Customer Experience Manager

Camunda is the leader in enterprise agentic automation, orchestrating complex business processes, including high-value knowledge work, across agents, people, and systems. By creating production-ready, enterprise-grade agents with built-in governance, Camunda uniquely delivers trusted AI agents for business-critical processes. Over 700 leading innovators like Atlassian, ING, and Vodafone, rely on Camunda to slash time-to-value from months to days, boost operational efficiency, and elevate customer experiences. Camunda was named a Visionary in the inaugural 2025 Gartner® Magic Quadrant™ for Business Orchestration and Automation Technologies (BOAT).

As a fully remote, global company, we’re rewriting the rules of modern business. Named GP Bullhound’s 2024 Top 100 Next Unicorn list, certified as a Great Place to Work, and recognized by Flexa for true flexibility, we’re growing fast and looking for top talent to join our team. If you’re excited to do meaningful work and make real impact, keep reading, this role could be the one you’ve been waiting for.

About the Role:

As our Customer Experience Manager, you will be responsible for the execution, operations, and ongoing delivery of our digital customer experience across the customer lifecycle. Reporting to the Director, Scaled Customer Success, you’ll turn our CX strategy into reality through well-orchestrated communications, programs, and self-service experiences with the goal to improve engagement, adoption and value realization at scale.

Your north star is to make the customer experience real, consistent, and scalable. You’ll plan and execute customer communications, lifecycle and risk mitigation programs, and partner closely with Marketing Ops, CS 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, coordination, and continuous improvement.

What you'll be doing:

•  Plan, execute and maintain best-in-class digital-first programs using customer journey mapping and data to deliver the right content, to the right person, at the right time.

• Build and maintain communication calendars and cadences, ensuring alignment with key customer milestones and internal stakeholders.

• Create and optimize customer-facing copy that drives product adoption, engagement, and value realization.

• Collaborate cross-functionally to curate and contextualize relevant content in support of new and existing programs and capabilities

• Use data and customer feedback to identify gaps and opportunities, iterating on communications, digital experiences, and lifecycle programs.

• Collaborate with Customer Success, Support, Product, and Marketing to ensure a cohesive, low-effort customer experience across digital and human touchpoints.

• Operate and continuously improve the Camunda SuccessCenter, including content updates, navigation, hygiene, and coordination of new content publishing.

What you bring:

• Ability and/or willingness to use our product.

• 3+ years of experience in B2B SaaS in roles such as Customer Success, Customer Experience, Customer Marketing, or similar customer-facing digital roles.

• Proven experience executing digital customer communications and lifecycle programs (e.g., email, in-app, portals, communities) that drive adoption and engagement.

• Strong customer-facing copywriting skills, with the ability to make complex concepts simple, clear, and actionable.

• Comfort working with data and dashboards to understand customer behavior and program performance, and to inform decisions.

• Solid project and stakeholder management skills, with experience coordinating cross-functional work in a fast-paced, distributed environment.

• A customer-obsessed, execution-focused min