Customer Success Manager

Staffbase | Software

1h 45m ago

Hybrid

Full Time

Germany

Title: Customer Success Manager Location: Berlin, Germany; Chemnitz, Sachsen, Germany; Dresden, Sachsen, Germany; München, Bayern, Germany

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

Required Languages

🇩🇪 German, 🇬🇧 English