Senior Customer Success Manager

1 week ago

New York, NY, United States Staffbase Full time
About Staffbase

We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform. Our industry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees.

Headquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis-St. Paul, our diverse team of 750+ employees supports 2,000+ customers-reaching over 16.4 million employees-in transforming their employee experience.
We are proud to be a Unicorn company-privately valued at over $1 billion-demonstrating strong growth, innovation, and lasting impact in our industry. Together, we're shaping the future of workplace communication.

Staffbase is looking for a Senior Customer Success Manager to join our team in North America and support our most strategic customer relationships. You will act as a strategic partner to communications leaders in large enterprises, helping them drive business outcomes, increase platform adoption, and mature their internal comms strategies using Staffbase.

This role requires a strong foundation in customer success and enterprise relationship management, as well as a deep understanding of internal communications practices, including editorial strategy, stakeholder alignment, and comms program execution at scale.

Important: This is a hybrid role. Core in-office days in our Tribeca co-working space are Tuesdays-Thursdays, and it is expected that folks will be in the office at least 2 days per week during core days.

What you'll be doing
  • Own and strategically manage a book of our largest enterprise customers, developing long-term success plans aligned with customer goals
  • Lead and facilitate executive business reviews, strategic planning sessions, and internal comms advisory conversations
  • Act as a strategic coach to customer teams-particularly Internal Communications leaders-sharing best practices around editorial planning, content governance, and campaign execution
  • Guide enterprise comms teams through onboarding, rollout, and long-term adoption of the Staffbase platform, driving early time-to-value and long-term engagement
  • Help customers design and optimize their comms strategy, including content calendars, governance models, measurement practices, and channel usage
  • Identify and mitigate risk early, working cross-functionally with Product, Support, and other GTM teams to ensure customer success, proactively demonstrate value, and drive timely SaaS subscription renewals - contributing to strong customer retention
  • Identify and support expansion opportunities in collaboration with Account Executives and Solution Engineers
  • Advocate for customer needs internally and contribute to product feedback loops
  • Serve as a trusted advisor and thought partner to large, global organizations managing complex change, executive messaging, and workforce engagement strategies
What you'll need to be successful
  • 6-8+ years of experience in Customer Success, Enterprise Consulting, or Strategic Account Management, preferably in SaaS or tech-enabled services
  • Deep understanding of internal communications practices, with 6+ years leading or advising on editorial strategy within a mature comms program
  • Strong communication and interpersonal skills; able to influence senior stakeholders and coach IC teams on comms best practices
  • Experience collaborating globally across business units and leadership levels
  • Proven ability to guide organizations through change, deliver measurable outcomes, and act as a trusted partner
  • Experience growing and retaining customers
  • Familiarity with digital communications tools (intranets, employee apps, comms planning platforms) and metrics (engagement, open rates, reach)
  • Self-motivated with a growth mindset and a strong sense of ownership
  • Experience with cross-functional collaboration and account planning in enterprise environments
  • Experience coaching, mentoring, or enabling others-formally or informally-through comms strategy or customer engagement work
What you'll get
  • Competitive Compensation - we offer attractive salary packages, including LTIP (unit-based Long Term Incentive Plan)
  • Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $1608
  • Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
  • Wellbeing - Monthly Wellbeing Allowance ($40 USD), from fitness to mental health, hobbies to relaxation
  • Support - we're offering a 401(k) plan with company match and health plans, including dental & vision. Parents can get 12 weeks of paid parental leave
  • Volunteer Day - you'll get one day off per year for supporting a social project

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles that will be performed in New York City. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Staffbase's total compensation package for employees. Pay Range: $110,000 - $129,000 base salary per year. Other rewards may include commissions and program-specific awards. In addition, Staffbase provides a variety of benefits to employees, including health insurance coverage, equity, paid parental leave, life and disability insurance, a retirement savings plan, wellness days, paid holidays, and paid time off (PTO).

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