# Customer Success Program Manager - Scale Team

**Company:** [Celonis](https://hotfix.jobs/companies/celonis)
**Location:** Munich, Germany
**Role:** Customer Success
**Experience:** 3+ years
**Skills:** AI, Process Mining, Process Intelligence Graph, Stakeholder Management, Program Management, Portfolio Management, Value Realization, Customer Success, Partner Management, Webinars, Executive Presentations, Copilots, Intelligent Agents, Business Process Improvement
**Posted:** 2026-08-10

> Drives adoption, value realization, and customer success across a portfolio through scalable programs, partner orchestration, AI-enabled operations, and executive stakeholder engagement. Requires 3–5 years of post-sales or programmatic experience, strong technical and AI fluency, and native-level German.

## Job Description

## Responsibilities
- Drive customer value, adoption, sponsorship, and value realization across a portfolio of accounts.
- Serve as a trusted advisor to customers and partners, building stakeholder trust and managing customer-success activities at scale.
- Establish Centres of Excellence (CoEs) and coach customers toward self-service ownership of their value journeys.
- Manage strategic partner relationships and orchestrate partners delivering operational account work.
- Lead 1:N programs and scalable engagement motions, including value bootcamps, sprint motions, proof-of-value development, Value Sprints, and innovation deployments.
- Coordinate account activities and build structured governance at account and portfolio levels.
- Manage escalations, renewal risks, portfolio health, adoption signals, value realization, and expansion opportunities.
- Develop AI-orchestrated account plans, automated value reports, strategic nudges, industry briefs, and customer-specific presentations.
- Use AI tools, copilots, and intelligent agents to monitor portfolio health, track outcomes, and produce technical outputs.
- Partner with internal CoE and Applied Value Engineering teams on complex builds.
- Lead customer workshops, executive presentations, webinars, cohort enablement, and community engagement in German.

## Requirements
- 3–5 years of experience in programmatic execution, complex product delivery, post-sales customer journeys, and portfolio-level value realization.
- Broad industry and domain expertise, including understanding of industry-specific business processes and improvement opportunities.
- High AI and technical fluency, including use of copilots and intelligent agents.
- Strong stakeholder-management skills with technical users and C-level executives.
- Experience with scaled 1:N engagement, webinars, cohort enablement, customer training, partner enablement, or community engagement.
- Engineering, Computer Science, Mathematics, Business Analytics, or comparable technical degree; alternatively, a Business or Economics degree paired with a technical minor.
- Native-level German proficiency.

## Benefits and Compensation
- Restricted Stock Units (RSUs) and merit-based refresh grants for full-time employees.
- 24 weeks of fully paid parental leave for primary carers and 12 weeks for supporting carers.
- Flexible hybrid work model, unlimited PTO where applicable, and generous global PTO.
- Learning and development through a 70-20-10 framework, mentorship, and a dedicated learning platform.
- Subsidized Wellhub memberships, mental health counseling, and Wellness Weeks.
- Paid annual Impact Days for volunteering.
- Inclusion Think Tank and annual Inclusion Days.

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