Senior Customer Success Manager
Vor 2 Tagen
We are a leading provider of employee experience solutions, dedicated to helping organizations unlock the power of inspirational communication. Our mission is to empower businesses to thrive in the Narrative Age by delivering experiences that drive engagement and inspire hearts and minds.
With a strong presence in the DACH region and a growing global footprint, we are committed to delivering exceptional customer experiences. Our team of experts is passionate about helping businesses achieve their goals through strategic partnerships and innovative solutions.
Job SummaryWe are seeking a seasoned Senior Customer Success Manager to join our team in the DACH region. As a key member of our customer success team, you will be responsible for aligning with customers' desired business outcomes, enabling them on their existing use cases, and working with them to expand into additional use cases. Your primary goal will be to ensure ongoing and ever-improving customer return-on-investment.
Key Responsibilities- Develop and execute Joint Success Plans with assigned customers to achieve critical goals and key performance indicators.
- 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 on the availability and applicability of new features in Staffbase as relevant.
- Establish a trusted 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 with assigned customers 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, sharing industry best practices and driving the evolution of Staffbase's product and platform functionality in collaboration with other departments.
- 5+ years of experience in Customer Success, Project Management, or B2B Consulting, engaging with enterprise customers.
- Experience in SaaS required.
- Strategic problem-solving skills with the ability to translate business requirements into business value.
- Strong communication skills, including written, analytical, presentation, and verbal, with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices.
- Challenger and growth mindset.
- Team player with fresh ideas on user adoption and churn mitigation.
- Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter.
- Proactive and driven project leader with experience executing complex solutions.
- Excellent written and verbal communication skills in German and business fluent English language skills.
- Experience working in Internal Communications is a plus.
- Familiarity with Salesforce and Gainsight is also a plus.
- Competitive compensation package, including an Employee Stock Option Plan.
- Flexible working time models and the option of hybrid work, supported by a yearly flex work allowance of €1560.
- Growth budget for external training of €1000 per year, and one day off for growth per year (increasing to two days in the second year).
- Wellbeing initiatives, including a yearly vacation of 30 days and a 4-day work week in August with full payment.
- Company pension scheme.
- Sports and health initiatives, including sport courses in the office and a bike leasing program.
- Regular team and office events, including the yearly Staffbase Camp.
- Volunteers Day, with a company donation to a social project of your choice.
- Employee Referral Program, with a referral bonus paid for successful referrals.
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