Scaled Enterprise Customer Success Manager, Staffbase
UKI/Nordics
+ Employee Stock Option Plan
Employee communications platform
Job no longer available
Employee communications platform
501-1000 employees
Job no longer available
+ Employee Stock Option Plan
501-1000 employees
Company mission
Staffbase's mission is to unite companies and their employees behind a common purpose.
Role
Who you are
- 3+ years relevant work experience in a customer-facing role. Ideally this would be in a digital or scaled customer function, but SaaS customer success, consulting experience, account management or sales organisation experience would be a plus
- Agile, task focussed and able to manage time based assignments to close
- Self-motivated, dedicated team player with innovative ideas to encourage customer adoption
- Excellent communication, presentation, and interpersonal skills
- Strong interpersonal skills and experience quickly building customer relationships
- Ability to adopt the approach of continuous improvement and actively contribute to the process and procedure of the team
- Proven track record of highly-professional customer service in a dynamic, start-up environment
- Creative problem solving under pressure when working through customer issues
What the job involves
- As a Scaled Customer Success Manager, you will play a critical role in driving customer value and reducing churn risk
- In this role, you will leverage technology, data insights, and strategic frameworks to manage a large portfolio of customers efficiently and effectively
- You will work with customers either in 1:1 engagements for high impact objectives, or by running one to many success programs to impact target customer groups
- In those 1:1 engagements, you will partner closely with Staffbase Account Executives to understand customers’ business objectives and help to identify ways we can deliver increased value through broader and more mature use of Staffbase
- Part mentor, project manager, consultant and comms specialist, you are continually passionate about helping our customers improve their communications strategy and be successful with Staffbase
- Manage a high-volume customer portfolio using a scalable, technology-driven approach
- Monitor Customer Health Metrics to identify, qualify, and efficiently mitigate risk
- Support the adoption of Staffbase features during every customer touchpoint using playbooks, product signals, and other relevant data points to look for opportunities to expand the Staffbase footprint with your customers
- Run customer webinars and CSM office hours sessions with a group of customers to drive growth and further product adoption, and efficiently drive value at scale
- Establish a position as a domain and platform expert through delivery of engagements (e.g. Executive Business Reviews, Expansion Consultations) and other ad-hoc requests to support clients and their goals
- Partner with internal stakeholders such as Account Executives and Renewal Managers to research and execute Success Plans with priority customers
- Partner with cross-functional teams to create and maintain value-driven assets, determine needs and implement scalable and proactive multi-channel programs that accelerate value realisation
- Develop and execute one-to-many customer success programs, including email campaigns, webinars, and self-service resources
- Act as a customer advocate to drive product enhancements and new feature development
- Implement and refine automation workflows to scale personalised customer interactions
- Stay updated on new tools and methodologies to improve scalability and efficiency
Salary benchmarks
Our take
Since launching in 2014, Staffbase has grown into a major name in the internal communications niche. Its platform is used by the likes of Samsung, ALDI, DHL, and Domino’s to create branded, mobile-first communication and information sharing tools which can access a company’s intranet from anywhere.
Staffbase has managed to set itself apart to some extent from the range of other internal communication apps like Slack and Teams by focusing on building a product tailored towards dedicated internal communication teams, rather than taking a more general approach.
This is proving to be a good decision as, with the shift to remote and hybrid working, the last few years have seen Staffbase gather serious momentum. A 2021 merger with Canadian competitor Banantang has been followed up by a series of major funding rounds and a rise to unicorn status. As well as this, it’s been expanding its own product portfolio through a number of strategic acquisitions as it looks to stay ahead of the competition.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2022
$119.8m
SERIES E
Mar 2021
$145m
SERIES D
Total funding: $318.2m
Company benefits
- Financial Benefits: Let’s talk about money – all Staffbase employees get stock options granted (ESOP). When the company wins, you win, too. Additionally, we offer country-specific pension plans to all employees.
- Health@Staffbase: We care about your physical and mental health. Staffbase provides mental health resources with certified clinicians via phone, email, chat, and video. Beyond healthy snack options, drinks, and dynamic workspaces, we also offers free sports courses.
- Ongoing Learning: We thrive on personal and professional growth. Every employee gets €1,800/$2,200/£1,650 per year to spend on education.
- Parental Leave: We recognize that one of the most special events in an individual's life is the birth or adoption of a child. We offer paid parental leave options for all employees.
- Flexibility: When it comes to your personal life, it’s not our place to dictate your schedule. We offer flexible work from home as well as full-time and part-time options.
- Generous Vacation Policies: Taking time off is important. We want you to take vacation and give your body and mind a break when you need it.
- Fun Stuff: From virtual art nights to scavenger hunts: there are no limits when it comes to fun team building activities at Staffbase. Once a year, we all gather for THE ONE BIG internal event: Staffbase Camp.
- Giving Back: Giving back is important to us. Every employee can volunteer one day per year at an organization of choice. On top, Staffbase contributes with a donation.
- Lease a Bike: We offer our employees loaned bicycles and cyclists' safety equipment as a tax-free benefit. It’s an initiative to promote healthier journeys to work and to reduce environmental pollution. This benefit is currently available in Germany, UK, and the Netherlands.
Company HQ
Altchemnitz, Chemnitz, Germany
Leadership
Martin Böhringer
(CEO)Previously co-founded productivity app builder startup Hojoki, serving as CEO before co-founding Staffbase.
Lutz Gerlach
(COO)Before Staffbase, co-founded and served as COO of Hojoki.
Frank Wolf
(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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