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 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 550+ employees supports 1,500+ customers—reaching over 14 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 a 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 Fluency in a third language such as French is a plus 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 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