Enterprise Customer Success Manager
Staffbase
Job Overview
Who's the hiring manager?
Sign up to PitchMeAI to discover the hiring manager's details for this job. We will also write them an intro email for you.
Job Description
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.
As an Enterprise 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 (minimum C1 level)
- 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
- Experience with CRM tools, e.g., Salesforce, Gainsight, HubSpot is a plus
- Background in HR Tech or Internal Communications is also a plus
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
Key skills/competency
- Customer Success
- Account Management
- SaaS Sales
- Revenue Quota
- Renewal Management
- Churn Prevention
- Upsell Opportunities
- CRM Software
- Internal Communications
- Executive Presentations
How to Get Hired at Staffbase
- Research Staffbase's culture: Study their mission, values, recent news, and employee testimonials on LinkedIn and Glassdoor.
- Tailor your resume: Highlight Customer Success, SaaS revenue ownership, and strategic account management experience for Staffbase.
- Showcase German and English fluency: Emphasize C1 level proficiency and cross-cultural communication skills effectively.
- Prepare for value-driven discussions: Practice articulating business value, ROI, and long-term strategy for Staffbase clients.
- Understand Staffbase's AI platform: Demonstrate familiarity with employee experience platforms and internal communication solutions.
Frequently Asked Questions
Find answers to common questions about this job opportunity
Explore similar opportunities that match your background