Customer Success Program Manager - Scale Team

Value Engineer (Scale team) 

The Team: The position of Customer Portfolio Program Manager (internal title: Senior Value Engineer - Scale team) is a trusted advisor responsible for driving value, adoption, and customer success across a portfolio of accounts. In this role, you will collaborate closely with customers, partners, and internal teams to strengthen customer engagement and ensure long-term success with the Celonis Process Intelligence Platform. Your responsibilities include building scalable engagement strategies, handling critical touchpoints, identifying expansion opportunities, and mitigating renewal risks, all while fostering a strong relationship with partners and driving value realization across your accounts. All while fostering strong partner relationships, customer self-sufficiency  and driving consistent value realization across our entire customer base.

The Role: As a Senior Value Engineer (Scale team), you will play a key role in helping our customers achieve their strategic goals and realize significant value by leveraging the Celonis Process Intelligence Platform. You will collaborate with regional partners and customers, strengthening their position in the market while ensuring that they receive the guidance and tools needed for long-term success. Your role will involve driving the coordination of account activities, building structured governance at both the account and portfolio levels, and fostering value-driven relationships. In this highly collaborative position, you will work closely with our partners, customers, and internal teams to provide innovative solutions, manage escalations, and ensure the delivery of value at scale. Through the integration of AI solutions into your daily operations you will drive highly efficient, scalable portfolio management.

The Work You’ll Do:

• Drive value, adoption and sponsorship serving as the trusted advisor to customers and partners, ensuring successful adoption and value realization across a portfolio.
• Establish robust Centre of Excellence (CoEs) and coach customers to own their value journey and provide them with self-service offerings.Strategic Partner management orchestrating and coaching partners to deliver operational account work driving customer health.  1:N program management and scalable motions to generate impact across a community of customers (value bootcamps, 1:1 sprint motions, POV development, Value Sprints and new asset and innovation deployments).
• Build stakeholder trust and drive success across a broad portfolio of stakeholders, maximizing your impact through highly efficient, scaled interactions rather than traditional, high-touch 1:1 relationships.
• Maintain cross-industry fluency to remain conversant across multiple business sectors, leveraging AI-curated industry briefs to accelerate rapid context-switching across a diverse book of accounts.
• Drive AI-orchestrated account plans which leverage platform best practices and partner applications within AI-powered solution designs.
• Utilize auto-generated programmatic content including targeted industry briefs and customer-specific presentations, to manage the portfolio efficiently.
• Work with AI-driven tools to monitor portfolio health using AI-driven tools to proactively surface renewal risks and health signals across all accounts in parallel.
• Operate AI agents to continuously track value realization, adoption signals, and expansion opportunities across the entire portfolio.
• Deploy automated value reports and strategic nudges that empower customers to drive their own business outcomes.
• Act as an AI-fluent operator, utilizing copilots and intelligent agents to produce necessary technical outputs on demand.
• Focus on the big-picture value while partnering with our internal technical teams (CoE and Applied Value Engineers) to tackle the highly complex builds.

The qualifications you need:

• Experience: 3-5 years of strong programmatic execution and the ability to execute complex products efficiently. You will have worked on end to end post sales customer journeys and value realization for a portfolio of customers 
• Broad Industry & Domain expertise: Understanding of industry-specific business processes and a proven ability to identify opportunities for improvement, with the agility to context-switch and cross-pollinate best practices across industries.
• AI & Technical Fluency: High AI fluency, leveraging copilots and intelligent agents to accelerate workflows, craft business cases, and monitor portfolio health and drive high volume of activities. 
• Strong Stakeholder Management: Able to quickly build trust and inspire action across both technical users and C-level executives.
• Scaled Engagement: An experienced 1:N speaker with proven experience hosting high-energy webinars, leading cohort enablement, and driving community engagement. Passionate about empowering both customers and partners through training, support, and strategic insights.
• Degree: Engineering, Computer Science, Mathematics, Business Analytics,  comparable technical degree or a Business/Economics degree paired with a technical minor
• Native-level German proficiency is required for this role. Candidates must be able to lead customer workshops, conduct executive presentations, and manage stakeholder interactions in German.