Advanced Customer Success Manager
Staffbase
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 an Advanced Customer Success Manager to join our team in North America and support our Mid-Market customer relationships. You will act as a partner to customer teams in the mid-market segment, helping them drive business outcomes, increase platform adoption, and ensure renewals.
This role requires a strong foundation in customer success and account management, as well as experience managing customer relationships, driving adoption, and proactively identifying risks and opportunities.
Important: This is a hybrid role. Core in-office days in our MSP (North Loop) 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 manage a book of Mid-Market customers, developing strategic success plans aligned with customer goals
- Lead regular Partnership Reviews and monthly Partnership Syncs with customer teams
- Guide customer teams through onboarding, rollout, and long-term adoption of the Staffbase platform
- Identify and mitigate risk early, working cross-functionally with Product, Support, and Sales teams to ensure customer success
- Proactively demonstrate value and identify and support expansion opportunities in collaboration with Account Executives
- Advocate for customer needs internally and contribute to product feedback loops
- Serve as a trusted partner to customer teams managing platform adoption and engagement
- Own and manage customer renewals, expansion, and upsell
What you'll need to be successful
- 3–6 years of experience in Customer Success, Account Management, or related client-facing roles, preferably in SaaS
- Proven experience managing renewals and retaining customers
- Strong communication and interpersonal skills; able to build relationships with customer teams
- Experience managing and owning a portfolio of accounts
- Familiarity with digital tools and SaaS adoption metrics
- Self-motivated with a growth mindset and a strong sense of ownership
- Experience collaborating cross-functionally with internal teams to drive customer success
What you'll get
- Competitive Compensation - we offer attractive salary packages including LTIP (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
- 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
- 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