Senior Customer Success Manager

Staffbase; Toronto; Hybrid; CAD 100,000 - 110,000; Full time

Benefits offered by this job

LTIP

Hybrid work

Flexible working time models

Annual flex work allowance

RRSP with company match

Health plans (Dental & Vision)

Paid parental leave

Volunteer day

Job summary

Staffbase in North America is seeking a Senior Customer Success Manager to manage a portfolio of enterprise customers, drive renewals, and grow platform adoption. You will partner with cross-functional teams to ensure value realization and long-term engagement.

The role emphasizes proactive risk management, renewal ownership, and expansion opportunities with strategic accounts across Canada and the U.S. A hybrid work model is available.

Qualifications

• 3–6 years of experience in Customer Success, Account Management, or related client-facing roles.
• Proven experience managing renewals and retaining customers.
• Strong communication and interpersonal skills; able to build relationships with customer teams.
• Experience managing a portfolio of accounts.
• Familiarity with digital tools and SaaS adoption metrics.
• Self-motivated with a growth mindset and a strong sense of ownership.
• Experience collaborating cross-functionally with internal teams to drive customer success.

Responsibilities

• 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.

Skills

Customer Success

Account Management

SaaS adoption metrics

Job description

We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform. Our industry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees.

Headquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis–St.Paul, our diverse team of 550+ employees supports 1,500+ customers—reaching over 14 million employees—in transforming their employee experience. We are proud to be aUnicorncompany—privately valued at over $1 billion—demonstrating strong growth, innovation, and lasting impact in our industry. Together, we’re shaping the future of workplace communication.

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.

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 opportunities.

What you'll be doing

• 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

What you'll need to be successful

• 3–6 years of experience in Customer Success, Account Management, or related client-facing roles, preferably in SaaS
• Proven experience managing renewals and retaining customers
• Strong communication and interpersonal skills; able to build relationships with customer teams
• Experience managing a portfolio of accounts
• Familiarity with digital tools and SaaS adoption metrics
• Self-motivated with a growth mindset and a strong sense of ownership
• Experience collaborating cross-functionally with internal teams to drive customer success

What you'll get

• Competitive Compensation - we offer attractive salary packages including LTIP (unit-based Long Term Incentive Plan)
• Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $2400
• Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
• Support - we’re offering a RRSP plan with company match and health plans, including dental & vision as well as competitive Paid Parental Leave to support new parents
• Volunteer Day - you’ll get one day off per year for supporting a social project

In compliance with local law, we are disclosing the compensation, or a range thereof. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Staffbase's total compensation package for employees. Pay Range: $100,000 - $110,000 CAD base salary per year. Other rewards may include commissions and program-specific awards. In addition, Staffbase provides a variety of benefits to employees, including health insurance coverage, equity, paid parental leave, life and disability insurance, a retirement savings plan, wellness days, paid holidays and paid time off (PTO).