Senior Customer Success Manager

Staffbase; Ottawa; On-site; CAD 90,000 - 120,000; Full time

Job summary

Staffbase is seeking a Senior Customer Success Manager to lead strategic relationships across North America. You will own a portfolio of enterprise customers, drive adoption of the Staffbase platform, and guide renewal conversations from onboarding through expansion.

You will partner with Product, Support and Sales to mitigate risk, demonstrate value, and steer customers toward success metrics, ensuring long-term retention and growth in a fast-paced SaaS environment.

Qualifications

• Experienced in customer success and account management.
• Proven ability to drive adoption and renewals.
• Experience collaborating with Product, Support, and Sales teams.

Responsibilities

• Own and manage a book of enterprise customers.
• Lead regular business reviews and planning sessions.
• Guide onboarding, rollout, and long-term adoption of the Staffbase platform.
• Identify and mitigate risk early and drive renewals.
• Identify and support expansion opportunities with Account Executives.
• Advocate for customer needs and contribute to product feedback loops.

Skills

Customer Success

Account Management

Cross-functional Collaboration

Renewals

Adoption Metrics

Portfolio Management

SaaS Experience

Relationship Building

Tools

CRM software

Job description

• Staffbase is looking for a Senior Customer Success Manager to join our team in North America and support our strategic customer relationships. You will act as a partner to customer teams in mid-to-large enterprises, helping them drive business outcomes, increase platform adoption, and ensure renewals
• Own and manage a book of enterprise customers, developing success plans aligned with customer goals
• Lead regular business reviews and planning sessions with customer teams
• Guide customer teams through onboarding, rollout, and long-term adoption of the Staffbase platform
• Identify and mitigate risk early, working cross-functionally with Product, Support, and Sales teams to ensure customer success, proactively demonstrate value, and drive timely SaaS subscription renewals
• Identify and support expansion opportunities in collaboration with Account Executives
• Advocate for customer needs internally and contribute to product feedback loops
• Serve as a trusted partner to customer teams managing platform adoption and engagement

This role requires a strong foundation in customer success and account management, as well as experience managing customer relationships, driving adoption, and proactively identifying risks and opportunitiesExperience collaborating cross-functionally with internal teams to drive customer successProven experience managing renewals and retaining customersSelf-motivated with a growth mindset and a strong sense of ownershipStrong communication and interpersonal skills; able to build relationships with customer teamsFamiliarity with digital tools and SaaS adoption metrics3–6 years of experience in Customer Success, Account Management, or related client-facing roles, preferably in SaaSExperience managing a portfolio of accounts