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 scaled customer experience across the customer lifecycle. Reporting to the Director, Scaled Customer Success, you’ll turn our CX strategy into reality through well-orchestrated increasingly AI-powered communications, programs, and self-serve capabilities that improve engagement, adoption, and value realization at scale.

Your north star is to make the customer experience real, consistent, and scalable. You will own our Voice of the Customer (VoC) practice and lead scaled customer journey mapping, transforming feedback and journey insights into concrete programs, content, and improvements. You’ll champion Camunda’s AI-first vision, especially within Scaled Customer Success, by using AI-driven insights and automation to personalize experiences, reduce customer effort, and help customers realize value faster. You’ll partner closely with teams like Marketing Ops, 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, end-to-end project management, cross-functional coordination, and continuous improvement.

What you'll be doing:

•  Design, execute, and continuously optimize digital-first lifecycle programs using customer data, journey insights, and automation & orchestration to deliver the right content, to the right person, at the right time.

• Own and maintain customer journey maps across key lifecycle stages, identifying gaps, moments of friction, and opportunities to improve the end-to-end customer experience in partnership with cross-functional teams.

• Support the execution and evolution of the Voice of the Customer (VoC) program by managing listening posts, synthesizing feedback, and helping translate insights into actionable improvements.

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

• Create and optimize customer-facing copy (email, in-app, portal, community, and more) that drives product adoption, engagement, and value realization.

• Translate journey insights and customer feedback into actionable programs, communications, and experience improvements that drive adoption and reduce customer effort.

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

• Measure, analyze, and report on program performance and business impact (e.g., adoption, engagement, satisfaction, retention), and provide clear recommendations and roadmaps for course corrections and continuous improvement.

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