Senior Customer Success Manager (DACH) (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.
We are looking for a tenured Senior Customer Success Manager to support our customers in the DACH region!
You will align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.
What you'll be doing
- Work with assigned customers to build Joint Success Plans, establish critical goals, or other key performance indicators, and aid the customer in achieving their goals
- Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to account stakeholders and externally to customer senior stakeholders
- Provide insights concerning the availability and applicability of new features in Staffbase as relevant
- Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services
- Translate customer product usage data into actionable advice for customers
- Establish regular touchpoints - e.g. executive business reviews - with assigned customers per the established SLAs, to review progress against strategic and technical objectives
- Work cross-departmentally to find solutions to complex scenarios and integration issues
- Provide mentorship for CSMs to help them grow their knowledge and provide premium customer experience
- Foster team collaboration and help increase team expertise
- Maintain deep knowledge of the Staffbase platform
- Become an internal communications expert, by sharing industry best practices and driving the evolution of Staffbase’s product and platform functionality in collaboration with other departments such as Sales, Product, and Marketing.
What you'll need to be successful
- 5+ years working experience in Customer Success, Project Management, or B2B Consulting, engaging with enterprise customers.
- Experience in SaaS required
- Strategic problem-solving skills with the ability to translate business requirements into business value
- Strong communication skills including written, analytical, presentation, and verbal with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
- Challenger and growth mindset
- Team player who has fresh ideas when it comes to user adoption and churn mitigation
- Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter
- Proactive and driven project leader with experience executing complex solutions
- Excellent written and verbal communication skills in German and business fluent English language skills
- Experience working in Internal Communications is a plus!
- Familiarity with Salesforce and Gainsight is also a plus!
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.
Location
The vibrant German capital is home to many small and bigger Start-Ups, cozy coffee places and edgy locations. You are a foody and a coffee lover? Our Berlin office is the place for you! Find us in our co-working office in the heart of the city in Berlin-Mitte.