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 a Unicorn company—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 North America team and own a portfolio of mid-to-large enterprise customers. You’ll be their strategic partner, helping them drive business outcomes and deepen platform adoption, and you’ll own the commercial relationship too: renewals, upsells, and add-on sales, end-to-end, against a quota.
Selling isn’t a side task here. Our CSMs demo, price, negotiate, and close add-on deals themselves, and are measured on hitting their numbers. At quarter-end, we’re in the office working deals alongside the sales team.
You’ll need a strong foundation in customer success and account management, managing customer relationships, driving adoption, and proactively identifying risks and opportunities. You also bring real experience owning revenue: closing renewals, running expansion deals, and handling the negotiation that comes with them. If you’ve carried a number before and enjoyed it, you’ll thrive here.
What you'll be doing
Own a book of ~25 mid-to-large enterprise customers, building success plans tied to each customer's goals
Own SaaS subscription renewals for your book end to end: forecasting, negotiating, and closing on time
Own expansion revenue against a quota: listen for the signals, identify the use case, and turn upsell and cross-sell opportunities into closed deals
Run CSM-owned add-on deals (like our digital signage solution) yourself, from first demo through pricing, discounting decisions, negotiation, and objection handling
Take every deal to signature: identify the decision-makers and signers, put the paperwork together, and work with Deal Desk to close, bringing in Product when a customer needs a deeper dive
Lead regular business reviews and planning sessions that prove value and set up the next commercial conversation
Guide customer teams through onboarding, rollout, and long-term adoption of the Staffbase platform
Identify and mitigate risk early, working cross-functionally with Product and Support to keep customers successful
Advocate for customer needs internally and contribute to product feedback loops
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
Commercial experience: you've carried a quota or revenue target, and you've owned renewal or expansion deals end to end, including demo, pricing, negotiation, and close. A sales role or a quota-carrying CSM role both count.
A track record of hitting renewal and expansion targets
Confidence negotiating price and handling objections, and no hesitation picking up the phone to chase a signature at quarter-end
Experience managing a portfolio of accounts
Strong communication and interpersonal skills; able to build relationships with day-to-day users and decision-makers alike
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…