Staffbase
Senior Customer Success Manager
New York, NY
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 750+ employees supports 2,000+ customers—reaching over 16.4 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.
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—to contribute 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
6–8+ 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, including a LTIP (Long Term Incentive Plan)
Flexibility—flexible working time models and the option of hybrid work, and a yearly flex work allowance of $1608
Growth budget—yearly budget of $1100 for external training
Recharge—31 vacation days annually (incl. one floating holiday), plus pro‑rated fully paid Fridays off during August (Recharge Fridays)
Well‑being—monthly wellbeing allowance ($40 USD) covering fitness, mental health, hobbies and relaxation
Support—401(k) plan with company match and health plans, including dental & vision; parents can get 12 weeks of paid parental leave
Volunteer day—one day off per year for supporting a social project
Employee referral program—referral bonus for successful hires
Compensation In compliance with local law, we are disclosing the compensation, or a range thereof, for roles that will be performed in New York City. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. Pay Range: $110,000 – $129,000 base salary per year. Other rewards may include commissions and program‑specific awards. In addition, Staffbase provides a variety of benefits to employees, including health insurance coverage, equity, paid parental leave, an employee growth budget, life and disability insurance, a retirement savings plan, wellness days, paid holidays and paid time off (PTO).
Job Information
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: Technology, Information and Internet
#J-18808-Ljbffr
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 750+ employees supports 2,000+ customers—reaching over 16.4 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.
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—to contribute 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
6–8+ 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, including a LTIP (Long Term Incentive Plan)
Flexibility—flexible working time models and the option of hybrid work, and a yearly flex work allowance of $1608
Growth budget—yearly budget of $1100 for external training
Recharge—31 vacation days annually (incl. one floating holiday), plus pro‑rated fully paid Fridays off during August (Recharge Fridays)
Well‑being—monthly wellbeing allowance ($40 USD) covering fitness, mental health, hobbies and relaxation
Support—401(k) plan with company match and health plans, including dental & vision; parents can get 12 weeks of paid parental leave
Volunteer day—one day off per year for supporting a social project
Employee referral program—referral bonus for successful hires
Compensation In compliance with local law, we are disclosing the compensation, or a range thereof, for roles that will be performed in New York City. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. Pay Range: $110,000 – $129,000 base salary per year. Other rewards may include commissions and program‑specific awards. In addition, Staffbase provides a variety of benefits to employees, including health insurance coverage, equity, paid parental leave, an employee growth budget, life and disability insurance, a retirement savings plan, wellness days, paid holidays and paid time off (PTO).
Job Information
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Other
Industries: Technology, Information and Internet
#J-18808-Ljbffr