Senior Customer Success Manager
Posted Updated
Description
- Staffbase is looking for a Senior Customer Success Manager to join our team in North America and support our strategic customer relationships. You will act as a partner to customer teams in mid-to-large enterprises, helping them drive business outcomes, increase platform adoption, and ensure renewals
- Own and manage a book of enterprise customers, developing success plans aligned with customer goals
- Lead regular business reviews and planning sessions 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 drive timely SaaS subscription renewals
- 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
- 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
- Strong communication and interpersonal skills; able to build relationships with customer teams
- Experience collaborating cross-functionally with internal teams to drive customer success
- 3–6 years of experience in Customer Success, Account Management, or related client-facing roles, preferably in SaaS
- Familiarity with digital tools and SaaS adoption metrics
- Experience managing a portfolio of accounts
- Proven experience managing renewals and retaining customers
- Self-motivated with a growth mindset and a strong sense of ownership