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Manager, Customer Success Management

Bananatag

Bananatag

Customer Service, Sales & Business Development
New York, NY, USA
Posted on Friday, July 5, 2024

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.

You will lead a team of Customer Success Managers (CSMs) who are focused on retaining and growing our most strategic and highest-value customers who are communicators within their organization. This role will serve as a key member of the CS leadership team, helping to set the strategy and plan for the future of Customer Success at Staffbase.

What you’ll be doing

  • Lead, coach, train, and develop a team of high-performing, geographically dispersed Customer Success Managers to help them drive toward individual and team targets
  • Design and drive strategic improvements to scale processes, services, and systems to enable the team to exceed adoption, retention, and growth objectives
  • Provide the team with guidance on building and maintaining strong customer relationships; serve as a coach in navigating challenging customer situations through proven Customer Success practices
  • Partner with sales, renewals, consulting, and other cross-functional leadership to drive business outcomes
  • Be a thought leader and establish executive relationships with key customers
  • Create a culture of accountability and execution through data-driven strategies
  • Drive successful platform adoption, customer outcomes, retention, and expansion goals, ultimately improving customer lifetime journey and value through communication industry knowledge, benchmarking, and best practices
  • Motivate and retain a best-in-class CSM team

What you need to be successful

  • 10+ years of relevant professional experience
  • 6+ years of experience working with customers at a marketing, software, management and/or consulting company
  • 3+ years of experience coaching, developing, and leading a team
  • Passionate about employee experience and Internal Communications discipline
  • Proven track record of delivering to target in excess of company expectations and executing against bold growth strategies
  • Experience working globally with all levels of management in a transparent and proactive manner
  • Shown leadership ability to influence, develop, and empower employees to achieve their best
  • Excellent analytical skills to support problem-solving efforts and inform decision-making
  • Excellent verbal and written communication and experience communicating in small and large groups
  • Self-motivated, entrepreneurial in nature, and experienced in change management
  • Proven ability to adapt in a fast-paced, constantly changing environment

What you'll get

  • Competitive Compensation - we offer attractive salary packages including an Employee Stock Option Plan.
  • Flexibility—We offer flexible working time models and the option of hybrid work and support this with a yearly flex work allowance of $1608.
  • Growth Budget - all employees get a yearly budget for external training of $1200.
  • Wellbeing—In addition to 30 days of PTO and 10 wellness days, we run a 4-day work week every August.
  • Support—We’re offering a 401(k) plan and health plans, including dental and vision. Parents can get 12 weeks of paid parental leave.
  • Snacks—Offices are equipped with fruits, drinks, and snacks.
  • Team Building—Regular team and office events including the yearly Staffbase Camp
  • Volunteer Day—You’ll get one day off per year to support a social project. We will also donate a small amount to that project.
  • Employee Referral Program—One of your friends is a fit for one of our full-time openings? Refer them and get a referral bonus paid.

In compliance with local law, we are disclosing the compensation, or a range thereof, for roles that will be performed in New York City. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Staffbase's total compensation package for employees. Pay Range: $100,000 - $145,000 base salary per year. Other rewards may include commissions and program-specific awards. In addition, Staffbase provides a variety of benefits to employees, including health insurance coverage, equity, paid parental leave, an employee growth budget, life and disability insurance, a retirement savings plan, wellness days, paid holidays and paid time off (PTO).

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 EUR 1,000 / USD 1,100 / GBP 900 / CAD 1,400 / RON 5,000 / AUD 1,600 gross 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

We offer different working time models and hybrid work set ups, to get the best office and working-from-home experience at once.

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.

Read more about our benefits here.