Manager, Customer Success Management

You will lead a team of Customer Success Managers (CSMs) who are focused on retaining and growing our most strategic and highest-value customers who are communicators within their organization. This role will serve as a key member of the CS leadership team, helping to set the strategy and plan for the future of Customer Success at Staffbase.

What you’ll be doing

• Lead, coach, train, and develop a team of high-performing, geographically dispersed Customer Success Managers to help them drive toward individual and team targets
• Design and drive strategic improvements to scale processes, services, and systems to enable the team to exceed adoption, retention, and growth objectives
• Provide the team with guidance on building and maintaining strong customer relationships; serve as a coach in navigating challenging customer situations through proven Customer Success practices
• Partner with sales, renewals, consulting, and other cross-functional leadership to drive business outcomes
• Be a thought leader and establish executive relationships with key customers
• Create a culture of accountability and execution through data-driven strategies
• Drive successful platform adoption, customer outcomes, retention, and expansion goals, ultimately improving customer lifetime journey and value through communication industry knowledge, benchmarking, and best practices
• Motivate and retain a best-in-class CSM team

What you need to be successful

• 10+ years of relevant professional experience
• 6+ years of experience working with customers at a marketing, software, management and/or consulting company
• 3+ years of experience coaching, developing, and leading a team
• Passionate about employee experience and Internal Communications discipline
• Proven track record of delivering to target in excess of company expectations and executing against bold growth strategies
• Experience working globally with all levels of management in a transparent and proactive manner
• Shown leadership ability to influence, develop, and empower employees to achieve their best
• Excellent analytical skills to support problem-solving efforts and inform decision-making
• Excellent verbal and written communication and experience communicating in small and large groups
• Self-motivated, entrepreneurial in nature, and experienced in change management
• Proven ability to adapt in a fast-paced, constantly changing environment

What you'll get

• 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 $1608.
• Growth Budget - all employees get a yearly budget for external training of $1200.
• Wellbeing—In addition to 30 days of PTO and 10 wellness days, we run a 4-day work week every August.
• Support—We’re offering a 401(k) plan and health plans, including dental and vision. Parents can get 12 weeks of paid parental leave.
• Snacks—Offices are equipped with fruits, drinks, and snacks.
• Team Building—Regular team and office events including the yearly Staffbase Camp
• Volunteer Day—You’ll get one day off per year to support a social project. We will also donate a small amount to that project.
• Employee Referral Program—One of your friends is a fit for one of our full-time openings? Refer them and get a referral bonus paid.