Digital CS Program Manager (in Berlin)

About Staffbase

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.


What you’ll be doing 

  • Research and optimize digital customer journeys by identifying meaningful customer data in order to create proactive alerting flows and nurturing customer journeys
  • Evaluate program performance and business impact with ongoing metrics analysis and provide improvement recommendations using practical business cases
  • Develop and present your quarterly priorities for visibility and feedback alongside the management team
  • Work closely with our various Operations teams to implement and improve our suite of tools for the Customer Success team, including email program automation, business rules configuration, reports, and dashboards
  • Collaborate cross-functionally to implement multi-channel customer lifecycle and health programs that work synergistically with other customer touch-points to accelerate value realization and deliver cohesive and seamless experiences for our customers
  • Create and curate content for multi-channel customer programs
  • Create and maintain program documentation, project plans, and change management history
  • Measure customer satisfaction through feedback and NPS to monitor success of the program and iterate where needed. 

What you need to be successful

  • 5+ years of CSM experience in the SaaS Industry
  • Program management experience in a high-growth environment, consulting, or business operations is a plus
  • Exceptional project management skills with a focus on planning, execution, and optimization.
    Analytical mindset with the ability to use data to drive decision-making.
  • Demonstrated progressive digital or content marketing experience and understanding of relevant metrics and KPIs (i.e., click-through, engagement, etc.)
  • Deep understanding of our external audience of Communicators and our CS teams
  • Strong understanding of the SaaS landscape, market dynamics, and industry trends
  • Demonstrated success in driving cross-functional projects and achieving strategic objectives.
  • Excellent communication, presentation, and interpersonal skills.
  • Leadership qualities with the ability to inspire and motivate teams towards common goals.
  • Proactive and solution-oriented approach to problem-solving.
  • Ability to thrive in a fast-paced, dynamic and agile start-up 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 €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.

 

Berlin

Also available in Chemnitz, Dresden, Leipzig, London

Customer Success Management