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Senior Customer Success ManagerStaffbase · Canada
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Staffbase

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Senior Customer Success Manager

🗓️ Posted 2026-10-01 Canada Hybrid Customer Service Call Centre
💰 Salary 8,333 CAD–9,167 CAD/mo (100,000 CAD–110,000 CAD/yr) 📊 Market 6,000 CAD–7,667 CAD/mo

About the Company

We inspire people to achieve great things together. Our mission is to help organizations unlock the power of inspirational communication with the first AI-native Employee Experience Platform . Our industry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees. Headquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis-St. Paul, our diverse team of 550+ employees supports 1,500+ customers-reaching over 14 million employees-in transforming their employee experience. We are proud to be a Unicorn company-privately valued at over 1 billion-demonstrating strong growth, innovation, and lasting impact in our industry. Together, we're shaping the future of workplace communication. Staffbase is looking for a Senior Customer Success Manager to join our team in North America and support our strategic customer relationships. You will act as a partner to customer teams in mid-to-large enterprises, helping them drive business outcomes, increase platform adoption, and ensure renewals. This role requires a strong foundation in customer success and account management, as well as experience managing customer relationships, driving adoption, and proactively identifying risks and opportunities.

Responsibilities

  • ● Own and manage a book of enterprise customers, developing success plans aligned with customer goals
  • ● Lead regular business reviews and planning sessions with customer teams
  • ● Guide customer teams through onboarding, rollout, and long-term adoption of the Staffbase platform
  • ● Identify and mitigate risk early, working cross-functionally with Product, Support, and Sales teams to ensure customer success, proactively demonstrate value, and drive timely SaaS subscription renewals
  • ● Identify and support expansion opportunities in collaboration with Account Executives
  • ● Advocate for customer needs internally and contribute to product feedback loops
  • ● Serve as a trusted partner to customer teams managing platform adoption and engagement
  • ● 3-6 years of experience in Customer Success, Account Management, or related client-facing roles, preferably in SaaS
  • ● Proven experience managing renewals and retaining customers
  • ● Strong communication and interpersonal skills; able to build relationships with customer teams
  • ● Experience managing a portfolio of accounts
  • ● Familiarity with digital tools and SaaS adoption metrics
  • ● Self-motivated with a growth mindset and a strong sense of ownership
  • ● Experience collaborating cross-functionally with internal teams to drive customer success
  • ● Competitive Compensation - we offer attractive salary packages including LTIP (unit-based Long Term Incentive Plan)
  • ● Flexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of 2400
  • ● Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
  • ● Support - we're offering a RRSP plan with company match and health plans, including dental & vision as well as competitive Paid Parental Leave to support new parents
  • ● Volunteer Day - you'll get one day off per year for supporting a social project