Senior Customer Success Manager -12 month Fixed term contract

at  Staffbase

ABOUT STAFFBASE

In a polarized world, we inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication so they can thrive in the Narrative Age. Our award-winning communications channels - intranet, employee app and email - deliver experiences that drive engagement and inspire hearts and minds.
We’re headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including New York, London, Berlin and Dresden. Our international team counts more than 750 employees from 45+ nationalities and we have a growing base of 2200+ customers that want to transform their employee experience. We are rapidly scaling, post-Series E ($115 million funding), have strong-growing revenue, and our customers love us.
We are looking for a tenured Senior Customer Success Manager for an initial 12 month contract to support our customers in the DACH region!
You will align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.

• Work with assigned customers to build Joint Success Plans, establish critical goals, or other key performance indicators, and aid the customer in achieving their goals
• Measure and monitor customers’ achievement of critical and key performance indicators, reporting both internally to account stakeholders and externally to customer senior stakeholders
• Provide insights concerning the availability and applicability of new features in Staffbase as relevant
• Establish a trusted/strategic advisor relationship with each assigned customer and drive continued value of our solution and services
• Translate customer product usage data into actionable advice for customers
• Establish regular touchpoints - e.g. executive business reviews - with assigned customers per the established SLAs, to review progress against strategic and technical objectives
• Work cross-departmentally to find solutions to complex scenarios and integration issues
• Provide mentorship for CSMs to help them grow their knowledge and provide premium customer experience
• Foster team collaboration and help increase team expertise
• Maintain deep knowledge of the Staffbase platform
• Become an internal communications expert, by sharing industry best practices and driving the evolution of Staffbase’s product and platform functionality in collaboration with other departments such as Sales, Product, and Marketing.