Advanced Customer Success Manager

Staffbase is looking for an Advanced Customer Success Manager to join our team in North America and support our Mid-Market customer relationships. You will act as a partner to customer teams in the mid-market segment, 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.

Important : This is a hybrid role. Core in-office days in our MSP (North Loop) co-working space are Tuesdays - Thursdays, and it is expected that folks will be in the office at least 2 days per week during core days.

What you'll be doing

• Own and manage a book of Mid-Market customers, developing strategic success plans aligned with customer goals
• Lead regular Partnership Reviews and monthly Partnership Syncs with customer teams
• Guide customer teams 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 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
• Own and manage customer renewals, expansion, and upsell

What you'll need to be successful

• 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 and owning 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

What you'll get

• Competitive Compensation - we offer attractive salary packages including LTIP (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 $1608
• Growth Budget - all employees get a yearly budget for external training of $1100
• Recharge - 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August to enjoy a summer break (Recharge Fridays)
• Wellbeing - Monthly Wellbeing Allowance ($40 USD), from fitness to mental health, hobbies to relaxation
• Support - we’re offering a 401(k) plan with company match and health plans, including dental & vision. Parents can get 12 weeks of paid parental leave
• Volunteer Day - you’ll get one day off per year for supporting a social 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

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