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Head of Client Success Management

2 months ago

Minneapolis, Minnesota, United States Staffbase Full time
About Staffbase

In a divided world, we motivate individuals to accomplish remarkable achievements collectively. Our goal is to assist organizations in harnessing the potential of impactful communication, enabling them to flourish in the Narrative Age. Our award-winning communication platforms - intranet, employee application, and email - provide experiences that enhance engagement and inspire both hearts and minds.

With our headquarters in Chemnitz, Germany, and offices in various global locations, our diverse team comprises over 750 employees from more than 45 nationalities. We proudly serve a growing clientele of over 2200 customers eager to revolutionize their employee experience. As we rapidly expand following our Series E funding, which raised $115 million, we are experiencing strong revenue growth, and our clients consistently express their satisfaction with our services.

You will oversee a team of Customer Success Managers (CSMs) dedicated to retaining and expanding our most strategic and high-value clients who serve as communicators within their organizations. This position will be integral to the Customer Success leadership team, contributing to the strategy and future planning for Customer Success at Staffbase.

Key Responsibilities
  • Lead, mentor, and develop a high-performing team of geographically dispersed Customer Success Managers to achieve individual and team objectives.
  • Design and implement strategic enhancements to optimize processes, services, and systems, enabling the team to surpass adoption, retention, and growth targets.
  • Guide the team in establishing and nurturing robust customer relationships; act as a mentor in navigating complex customer scenarios using proven Customer Success methodologies.
  • Collaborate with sales, renewals, consulting, and other cross-functional leaders to drive business results.
  • Establish executive relationships with key clients and serve as a thought leader.
  • Foster a culture of accountability and execution through data-driven strategies.
  • Promote successful platform adoption, customer outcomes, retention, and expansion goals, ultimately enhancing the customer lifetime journey and value through industry knowledge, benchmarking, and best practices.
  • Inspire and retain a top-tier CSM team.
Qualifications for Success
  • 10+ years of relevant professional experience.
  • 6+ years of experience in customer-facing roles within marketing, software, management, or consulting sectors.
  • 3+ years of experience in coaching, developing, and leading a team.
  • A strong passion for employee experience and internal communications.
  • A proven track record of exceeding targets and executing ambitious growth strategies.
  • Experience working globally with all management levels in a transparent and proactive manner.
  • Demonstrated leadership ability to influence, develop, and empower team members to reach their full potential.
  • Exceptional analytical skills to support problem-solving and inform decision-making.
  • Excellent verbal and written communication skills, with experience addressing both small and large groups.
  • Self-motivated, entrepreneurial, and experienced in change management.
  • Proven adaptability in a fast-paced, ever-evolving environment.
What We Offer
  • Competitive Compensation - Attractive salary packages, including an Employee Stock Option Plan.
  • Flexibility - Flexible working hours and hybrid work options, supported by a yearly flex work allowance.
  • Growth Budget - Annual budget for external training and professional development.
  • Wellbeing - Generous PTO and wellness days, with a 4-day work week every August.
  • Support - 401(k) plan with company match and comprehensive health plans, including dental and vision coverage.
  • Snacks - Offices stocked with fruits, drinks, and snacks.
  • Team Building - Regular team and office events, including the annual Staffbase Camp.
  • Volunteer Day - One day off per year to support a social initiative, with a donation made to that project.
  • Employee Referral Program - Referral bonuses for successful hires.
Commitment to Diversity

Our platforms are designed for everyone, and so is our workplace. We are dedicated to equity, inclusion, and diversity at Staffbase.