Senior Customer Success Manager

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

Benefits offered by this job

Long-term incentive plan (LTIP)

Hybrid work model with $2400 annual.

31 vacation days + August Fridays off

Health plan (dental & vision) & Paid p

RRSP plan with company match

Job summary

Staffbase is hiring a Senior Customer Success Manager for North America to lead strategic relationships with mid-to-large enterprise customers. You will drive platform adoption, protect renewals, and partner with cross-functional teams to expand footprint.

You’ll own a portfolio, conduct business reviews, and guide onboarding from rollout to ongoing engagement while mitigating risks and seizing expansion opportunities.

Qualifications

• 3–6 years in Customer Success, Account Management, or related roles.
• Proven renewals experience.
• Strong communication and relationship-building skills.
• Experience managing a portfolio of accounts.
• Familiarity with SaaS adoption metrics.
• Self-motivated with ownership.
• Cross-functional collaboration with internal teams.

Responsibilities

• Own and manage a book of enterprise customers with success plans.
• Lead regular business reviews with customer teams.
• Guide onboarding, rollout, and long-term adoption of Staffbase.
• Identify and mitigate risk; collaborate with Product, Support, and Sales.
• Identify expansion opportunities with Account Executives.
• Advocate for customer needs and provide product feedback.
• Serve as trusted partner for platform adoption and engagement.

Skills

Customer Success

Account Management

Renewals

Communication

Portfolio Management

SaaS Metrics

Collaboration

Growth Mindset

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).