Customer Success Managers Team Lead, Staffbase
18 Month Fixed-Term Contract, Parental Leave Cover
+ Unit-based Long Term Incentive Plan
Employee communications platform
Job no longer available
Employee communications platform
501-1000 employees
Job no longer available
+ Unit-based Long Term Incentive Plan
501-1000 employees
Company mission
To empower communicators worldwide.
Role
Who you are
- 3+ years of experience in a B2B SaaS Customer Success role, with at least 2+ years in a Team Lead, Management, or Senior/Strategic CSM role involving coaching and performance oversight
- Proven track record of managing renewal pipelines and successfully driving upsell/expansion strategies at scale
- Experience defining and optimizing Customer Success processes and leveraging data (customer health scores, usage analytics) to manage team performance
- Demonstrated ability to motivate, coach, and develop a team to achieve ambitious targets
What the job involves
- We are seeking an experienced and inspiring Team Lead, Customer Success Managers (CSMs) to manage, coach, and elevate a high-performing team of Corporate CSMs
- This role is responsible for ensuring the team collectively builds meaningful customer partnerships, drives long-term retention, and maximizes value realization from the Staffbase platform
- You will be instrumental in scaling our Customer Success operations, maintaining high team performance, and translating company strategy into actionable team execution
- Lead, mentor, and coach the CSM team on best practices for customer relationship building, strategic goal alignment, and complex customer interactions
- Help develop and implement targeted training programs to enhance team skills in product expertise, commercial negotiations, and expansion identification
- Act as the primary escalation point and strategic "sparring partner" for CSMs on high-value or high-risk accounts
- Actively participate in the recruitment and successful onboarding of new CSMs
- Own and drive the team’s collective revenue KPIs, including Gross Retention Rate (GRR) and Net Retention Rate (NRR)
- Manage the team's consolidated renewal and expansion pipeline, providing accurate, weekly forecasts and strategic commentary to senior leadership
- Identify, document, and champion continuous process improvements across the customer growth lifecycle
- Ensure consistent and high-quality usage of all Customer Success tools (e.g., CRM, health scoring systems) by the team
- Collaborate closely with Sales, Product, and Marketing Leadership to ensure the Customer Success strategy is fully aligned with go-to-market motions
- Systematically collect, structure, and prioritize customer feedback to drive impactful product improvements
Our take
Staffbase is the first AI-native employee experience platform and it's built to help companies keep their people connected - an employee app, intranet, email, SMS, digital signagfee, and Microsoft 365 integrations - all in one place. With more than 2,000 customers worldwide, including Adidas, Toyota, DHL, and Sephora, Staffbase is helping organisations build stronger, more aligned workplaces.
With teams spread across offices, countries, and time zones, companies need reliable ways to keep everyone informed and engaged. And Staffbase does just that, making communication simpler and more effective for every employee. Its tools, including an AI-powered Staffbase Companion assistant, give people the information they need quickly, so they can work more collaboratively with confidence.
A major leap forward for the company is Employee AI, Staffbase's new foundation for the next era of employee experience. Built on trusted data, governance, adn braod reach, it'sd esigned to make AI genuinely uselful for every employee. Features rolling out through 2025 and 2026 include a mobile-first AI assistant that helps employees complete tasks, hyper-personalised weekly podcasts, smarter content governance that keeps information up to date, and prompt-based tools that help teams create high-quality content faster.
With such strong momentum, industry recognition (like being named a leader in the Gartner Magic Quadrant for three years in a row), and a partnership with Microsoft's Azure OpenAI Service, Staffbase is very much ready for the future.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2022
$124.4m
SERIES E
Mar 2021
$145m
SERIES D
Total funding: $324.8m
Company HQ
Altchemnitz, Chemnitz, Germany
Leadership
Martin Böhringer
(Co-Founder & CEO)Previously co-founded productivity app builder startup Hojoki, serving as CEO before co-founding Staffbase in 2014.
Lutz Gerlach
(Co-Founder & COO)Before Staffbase, co-founded and served as COO of Hojoki.
Frank Wolf
(Co-Founder & President)Previously worked in Social Technologies and Collaboration for T-Systems Multimedia Solutions (T-Mobile), following seven years as a Manager for Accenture.
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