Customer Success Manager

Staffbase; Berlin, Chemnitz, Dresden, München; Hybrid; EUR 60,000 - 90,000; Full time

Benefits offered by this job

LTIP

Hybrid work

Vacation days (31) incl floating day

Company pension

Volunteer day

Job summary

Staffbase in Berlin seeks a Customer Success Manager to build strategic relationships, drive renewals and upsells, and help customers realize value from the Staffbase platform.

You will lead executive business reviews, manage renewal processes, monitor health, and identify growth opportunities while collaborating with product and marketing teams to reduce churn and maximize customer impact.

Qualifications

• 3+ years in Customer Success, Account Management, or hybrid Sales/CS in SaaS.
• Fluent in German and English; third language a plus.
• Experience owning a revenue quota with renewals or upsells.
• Comfort negotiating with procurement and decision-makers.
• Strong presentation skills for Executive Business Reviews.

Responsibilities

• Build and maintain strategic relationships with customers as trusted advisor.
• Lead regular check-ins and Business Reviews to align goals and showcase value.
• Own renewals end-to-end and guide customers through renewal processes.
• Monitor health, identify risks early, and develop churn-prevention actions.
• Identify upsell opportunities based on needs and product usage.
• Create structured Account Plans with goals and success criteria.
• Provide guidance on platform adoption and best practices.

Skills

German & English proficiency

Customer Success / Account Management

Renewals & Upsells

Executive presentations

Job description

About Staffbase

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.

As a Customer Success Manager, you act as a strategic partner to your customers and help them turn their communication goals into real impact. You build strong, trust-based relationships, guide customers through a smooth renewal process, identify growth opportunities, and actively prevent churn. With your product expertise and collaborative approach, you empower customers to fully leverage the Staffbase platform and contribute to their long-term success.

What you’ll be doing

• Build and maintain strong, strategic relationships with your customers as a trusted advisor
• Lead regular check-ins and Business Reviews tailored to your customer segment to align on goals, showcase value, and strengthen the partnership
• Take full ownership of renewals by preparing, coordinating, and guiding customers through a clear and value-driven renewal process
• Monitor customer health, identify risks early, and develop actions to prevent churn
• Identify and drive upsell and expansion opportunities based on customer needs and product usage
• Create structured Account Plans that outline goals, success criteria, and actionable next steps
• Provide proactive guidance on platform adoption, best practices, and approaches to strengthen internal communication
• Use engagement and usage insights to help customers optimize their platform experience
• Stay current on product updates, new features, and industry trends to support customers with relevant knowledge
• Represent the Voice of the Customer by sharing structured feedback with internal teams to support product improvements
• Support Marketing initiatives such as customer stories, events, and community engagement

What you need to be successful

• 3+ years in Customer Success, Account Management, or a hybrid Sales/CS role within SaaS
• Business fluent in German and English
• Fluency in a third language such as French is a plus
• Proven experience owning a revenue quota (Renewals and/or Upsells) with a track record of meeting or exceeding targets
• Comfort navigating contract discussions and commercial negotiations with procurement and decision-makers
• Ability to move beyond "support" conversations to discuss business value, ROI, and long-term strategy
• Ability to manage high-stakes situations, such as turning around at-risk accounts
• Exceptional presentation skills, capable of leading Executive Business Reviews with C-Level executives

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 €1560
• Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
• Support-we’re offering a company pension scheme
• Volunteers Day- you’ll get one day off per year for supporting a social project