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 MSP (North Loop) co-working space are Tuesdays–Fridays, and it is expected that folks will be in the office at least 3 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

• 8–10+ 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 a Long Term Incentive Program
• Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $1608
• Growth Budget - all employees get a yearly budget for external training of $1100
• Recharge - 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August to enjoy a summer break (Recharge Fridays)
• 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
• Team Building - Regular team and office events including the yearly Staffbase Camp
• Volunteer Day - you’ll get one day off per year for supporting a social project
• Employee Referral Program - one of your friends is a fit for one of our full-time openings? Refer them and get a referral bonus paid