Customer Success Manager

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 550+ employees supports 1,500+ customers—reaching over 14 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.

As a Customer Success Manager, you act as a strategic partner to your customers and help them turn their communication goals into real impact. You build strong, trust-based relationships, guide customers through a smooth renewal process, identify growth opportunities, and actively prevent churn. With your product expertise and collaborative approach, you empower customers to fully leverage the Staffbase platform and contribute to their long-term success.

What you’ll be doing

Build and maintain strong, strategic relationships with your customers as a trusted advisor

Lead regular check-ins and Business Reviews tailored to your customer segment to align on goals, showcase value, and strengthen the partnership

Take full ownership of renewals by preparing, coordinating, and guiding customers through a clear and value-driven renewal process

Monitor customer health, identify risks early, and develop actions to prevent churn

Identify and drive upsell and expansion opportunities based on customer needs and product usage

Create structured Account Plans that outline goals, success criteria, and actionable next steps

Provide proactive guidance on platform adoption, best practices, and approaches to strengthen internal communication

Use engagement and usage insights to help customers optimize their platform experience

Stay current on product updates, new features, and industry trends to support customers with relevant knowledge

Represent the Voice of the Customer by sharing structured feedback with internal teams to support product improvements

Support Marketing initiatives such as customer stories, events, and community engagement

What you need to be successful

3+ years in Customer Success, Account Management, or a hybrid Sales/CS role within SaaS

Business fluent in German and English

Fluency in a third language such as French is a plus

Proven experience owning a revenue quota (Renewals and/or Upsells) with a track record of meeting or exceeding targets

Comfort navigating contract discussions and commercial negotiations with procurement and decision-makers

Ability to move beyond "support" conversations to discuss business value, ROI, and long-term strategy

Ability to manage high-stakes situations, such as turning around at-risk accounts

Exceptional presentation skills, capable of leading Executive Business Reviews with C-Level executives

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 €1560

Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August

Support - we’re offering a company pension scheme

Volunteers Day - you’ll get one day off per year for supporting a social project