Responsibilities
- 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.
- Own day-to-day project and program management for CX initiatives, including scoping work, managing timelines and dependencies, and ensuring on-time, high-quality delivery.
Requirements
- Ability and/or willingness to use our product.
- 5+ years of experience in B2B SaaS in roles such as Customer Success, Customer Experience, Customer Marketing, or similar roles.
- 5+ years of hands-on experience building digital-first, omni-channel programs with a consistent record of improving customer adoption, health, and retention, and of crafting compelling and impactful customer engagements.
- A customer-obsessed, execution-focused mindset, with curiosity about process orchestration and automation and a willingness to learn and use Camunda.
- Strong customer-facing copywriting skills, with the ability to make complex concepts simple, clear, and actionable.
- Solid project and stakeholder management skills, with experience coordinating cross-functional work, managing competing priorities, and driving accountability in a fast-paced, distributed environment.
- Expertise identifying trends through data analysis and turning insights into actionable outcomes, as well as experience working with customer success and analytics tools like Gainsight Journey Orchestrator, Salesforce, Tableau, and others.
Nice to Have
- Experience leading or project-managing complex cross-functional CX initiatives in a matrix organization.
- Strong data analysis skills, including segmentation, experimentation, and translating findings into concrete CX improvements.
- Experience designing or operating AI-powered customer experiences (e.g., generative AI assistants, personalized recommendations, AI-driven journey orchestration) and understanding how to apply AI safely and ethically in customer-facing contexts.
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!
Work Arrangement
Remote (Worldwide)
Additional Information
- Everyone is welcome at Camunda” — it’s a celebrated component of our culture. We strive to create an inclusive environment that empowers our people. At Camunda, we honour diverse cultures and backgrounds and are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to gender, race, ethnicity, religion, belief, sexual orientation, age, disability or any other protected characteristics under applicable law.
