Customer Success Manager NA

Staffbase is the first employee experience platform to let employers and employees connect authentically, right through their mobile phone.

Staffbase is an enterprise SaaS platform that helps HR and Communications leaders transform their organizations into places where people feel connected and proud to come to work. Staffbase is the first employee experience platform to let employers and employees connect authentically, right through their mobile phone.

We’re headquartered in Chemnitz, Germany with offices in Dresden, Cologne, Amsterdam, New York, London, and Canada! Our international team just crossed 450 happy employees from 16 nationalities and we have a rapidly growing base of customers that want to transform their employee experience. We are 6 years old, we have strong-growing revenue, and our customers love us.

We are looking for some Customer Success Managers to join our team in New York and in Canada. In this role, you will be the first go-to person for our customers — and their satisfaction is highly important to us. Strong interpersonal but also analytical skills and great passion are key in making our customers successful!

What You’ll Be Up To

• Build and maintain strong day-to-day relationships with your customers by providing a superior customer experience from the point of purchase up to their renewal and onwards
• Be the lead point of contact for all matters specific to the account; monitoring your inbox to answer questions and/or direct to our Customer Care team for technical support
• Work with the Onboarding Project Lead (OPL) and Technical Onboarding Engineer (TOE) during customer onboarding, providing the customer training and enablement for a successful product launch
• Become a trusted advisor and proactively drive usage of the tool
• Learn the customer’s success outcomes and their business and use cases to identify and evaluate upcoming needs
• Monitor customer healthscores, product adoption and engagement
• Identify and uncover new business opportunities to expand the product
• Identify customers at risk for churn that require additional stakeholders’ attention
• Identify super users and customer advocates for product feedback, beta groups and customer success stories
• Collaborate closely with other internal team members from other departments, such as development, product, sales and marketing

What You’ll Come With

• When you speak to your customer via email or zoom/call, your point is clear and you can address the customer’s questions and needs. You know when to use their and they’re
• You have a “I’ve got this” attitude, you know what needs to be done today, tomorrow, the week, next month
• You don’t necessarily know how a piece of code creates x,y,z but you can retain technical information to understand our product
• You are flexible and adaptable, moving pieces and changes don’t scare you one bit
• You have several years of working experience (2+) in a client-engaging environment such as Customer Success, Account Management, Project Management, etc.
• You keep your promises, take your commitments to others seriously, and have demonstrable integrity
• Experience in working with communications teams, HR, and executives is a plus!
• CRM experience with tools like Salesforce is also a strong plus
• You are a team player who truly enjoys building relationships with customers and colleagues. You have a success-oriented and creative mindset

If you are interested in this position, please apply here!