Large Enterprise Customer Success Manager

2 months ago

Vancouver, Canada Staffbase Full time

**About Staffbase**:
At Staffbase we believe that Internal Communication moves people, and people move companies. Our mission is to empower leaders and communicators to drive transformation through internal comms solutions, strategies, and insights. Our most recent Series E funding led by General Atlantic, officially launched us to UNICORN status

We're headquartered in Chemnitz, Germany, with offices in many locations throughout the world, including Vancouver, Kelowna, New York, Amsterdam, London, and several locations in Germany Our international team counts more than 800 employees from 45+ nationalities and we have a growing base of 1000+ enterprise 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
**Large**
**Enterprise Customer Success Manager** to support our customers in the North America region

In this role, you will act as a Staffbase Business Partner for our Large Enterprise customer segment working in Internal Communications.

You will work on becoming their partner, trusted advisor and guide them from day one to increase business value, unlock strategic growth (expansion opportunities) and reach their internal communication goals using best practices, as well as becoming an internal communications expert.

Strong interpersonal skills, a self-starter mindset, and a solid drive to empower our customers to extract as much value from their investment with Staffbase are key to ensuring our customers are successful through onboarding, adoption, and growth stages and increase customer satisfaction, retention, and advocacy

**What you'll be doing**:

- Own and strategically manage a book of business, including project kick-offs, after launch reviews, monthly check-ins, quarterly and executive business reviews.
- Identify the customer's business goals, and partner with the customer to establish and achieve a success plan that leads to business outcomes.
- Leverage our CRM to build and maintain solid value-based relationships with our customers and provide a superior customer experience.
- Drive towards early time-to-value for customers during onboarding, and co-own personalized customer education plans with the Customer Education Consultant.
- Become a trusted advisor and proactively drive adoption and usage of our solutions, in order to maximize customer retention, support expansion and create Customer Advocacy.
- Identify risks to the customer achieving their stated business goals and work with the Sales, Product, and Renewal teams to build a risk mitigation plan.
- Work with our Customer Care Team and Technical Support Engineers to support customers on technical topics.
- Identify and drive customer expansion opportunities (upsell and cross-sell), and create Account Plans with Account Executives and Sales Engineers to expand the Staffbase footprint.
- 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.

**What you'll need to be successful**:

- You are a strong communicator and a great listener with strategic problem-solving skills.
- You have 5+ years working experience in Customer Success, Project Management, or B2B Consulting, engaging with large enterprise customers.
- Excellent communication skills
- You embrace change and continuous learning, you thrive in a fast-paced environment
- You are a self-starter and have a solution-oriented mindset and demonstrate ownership in everything you do.
- You are a great team player and have tons of passion, humour, and enthusiasm.
- You are willing to go above and beyond to ensure the success of our customers
- Experience working in Internal Communications is a plus

**We Love Diversity - Equal Employment Opportunity**:
Our platforms are for everyone, and so is our workplace. We are passionate about equity, inclusion, and diversity at Staffbase. Read more about our policies here.

**Our Global Benefits**:
**Employee Stock Option Plan (ESOP)**

Staffbase offers you a benefit plan which entitles you to an ownership interest in stock options in the company. We're in business to create value for our shareholders and we want our employees to benefit from that shared success as well.

**Ongoing Learning**

We thrive on personal and professional growth. Every employee gets €1,800/$2,200/£1,650 per year to spend on personal and professional development.

**Feel Good Fridays**

Summertime means extended vacation time at Staffbase During August we run the 4-days workweek which means that during this month Fridays are off for all employees.

**Flexibility**

When it comes to your personal life, it's not our place to dictate your schedule. We offer full time and flexible work-from-home options.

**Parental Leave**

We recognize

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