In a polarized world, we inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication so they can thrive in the Narrative Age. 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.
As a Scale Customer Success Manager, you'll play a key role in driving customer value and reducing churn for mid-market accounts. You’ll engage customers through 1:1 interactions for high-impact goals or run 1:many success programs for target customer groups. You will be part of an agile team of CSMs that will be assigned customers to undertake specific tasks within a time-limited period. You will also collaborate closely with our Digital Programs team, Account Executives, Renewals Managers and Product teams to align with customer business objectives and enhance value through deeper Staffbase adoption. Acting as a mentor, project manager, consultant, and comms expert, you’ll help our customers elevate their communications strategy and succeed with Staffbase.
What you’ll be doing
- Own an assigned customer for specific tasks or activities and successfully manage to close, engaging cross functional resources as necessary.
- Monitor Customer Health Metrics to identify, qualify, and efficiently mitigate risk.
- Support the adoption of Staffbase features during every customer touchpoint using playbooks, product signals, and other relevant data points to look for opportunities to expand the Staffbase footprint with your customers.
- Participate in customer webinars and CSM office hours sessions with a group of customers to drive growth and further product adoption, and efficiently drive value at scale.
- Establish a position as a domain and platform expert through delivery of engagements (e.g. Executive Business Reviews, Expansion Consultations) and other ad-hoc requests to support clients and their goals.
- Partner with internal stakeholders such as Account Executives, Renewal Managers, and Consulting to research and execute Success Plans with priority customers.
- Partner with cross-functional teams to create and maintain value-driven assets, determine needs and implement scalable and proactive multi-channel programs that accelerate value realisation.
What you need to be successful
- Previous experience in a customer-facing role, consulting or account management position in a dynamic environment.
- Agile, task-focused and able to manage time based assignments to close.
- Self-motivated, dedicated team player with innovative ideas to encourage customer adoption.
- Excellent communication and presentation skills.
- Strong interpersonal skills and experience quickly building customer relationships.
- Ability to adopt the approach of continuous improvement and actively contribute to the process improvement of the team.
- Fluency in German and English language skills (C1 level)
- Creative problem solving under pressure when working through customer issues.
- Previous experience in the SaaS industry is a plus.
What you'll get (for DACH)
- Competitive Compensation - we offer attractive salary packages including an Employee Stock Option 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.
- Growth Budget - all employees get a yearly budget for external training of €1000, and one day off for growth per year (increase to two days in 2nd year).
- Wellbeing - in addition to our yearly vacation of 30 days, we’re running a 4-day-work week every year in August with full payment.
- Support - we’re offering a company pension scheme.
- Sports & Health - join our sport courses in the offices or lease a bike with Staffbase. The offices are equipped with fruits, drinks and snacks.
- Team Building - Regular team and office events including the yearly Staffbase Camp.
- Volunteers Day - you’ll get one day off per year for supporting a social project. We will donate a small amount for that project in addition.
- Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid.
What We Do
Company communicators want a single place where they can reach and engage all employees across every channel. Employees want a simple and user friendly way to connect with their company no matter if they are desk, frontline, remote or distributed workers. We connect companies with their employees through a branded app, desktop browser, email, or chat, with the goal of establishing community and shared purpose at work.
Why Work With Us
We are quickly taking over the Internal Communications industries and have been named the 2021 Global Employee App Choice by ClearBox Consulting. We have a very collaborative international culture that loves to grow together as much as we love to win together! Join our team during these exciting times of a recent merger and our series D!
