Senior 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. Our award-winning communications channels - intranet, employee app and email - deliver experiences that drive engagement and inspire hearts and minds.

We’re headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including New York, London, Berlin and Dresden. Our international team counts more than 750 employees from 45+ nationalities and we have a growing base of 2200+ customers that want to transform their employee experience. We are rapidly scaling, post-Series E ($115 million funding), have strong-growing revenue, and our customers love us.

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 m