Senior Customer Success Manager

We are looking for a Senior Customer Success Manager to support our customers in the UKISA/NOBE region! 

You will align with customers’ desired business outcomes, enable them on their existing use cases, and work with them to expand into additional use cases, ensuring ongoing and ever-improving customer return-on-investment.

What you’ll be doing

• Work with assigned customers to build Joint Success Plans, establish critical goals, or other key performance indicators, and aid the customer in achieving their goals
• 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 concerning the availability and applicability of new features in Staffbase as relevant
• Establish a trusted/strategic 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 - e.g. executive business reviews - with assigned customers per the established SLAs, to review progress against strategic and technical objectives. Some of these will require travel to meet your clients in person
• Work cross-departmentally to find solutions to complex scenarios and integration issues
• Spot opportunities to expand and grow our customer relationships, as well as drive retention of your existing portfolio
• Foster team collaboration and help increase team expertise
• Maintain deep knowledge of the Staffbase platform
• 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 need to be successful

• 5+ years working experience in Customer Success, Project Management, or B2B Consulting, engaging with enterprise customers
• 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 who has fresh ideas when it comes to 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
• We work in a hybrid environment and work from an office in London 2 days a week
• Experience in SaaS is a plus!
• Experience working in Internal Communications is a plus!
• Familiarity with Salesforce and Gainsight is also a plus!
  

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 £1356
• Growth Budget - all employees get a yearly budget for external training of £900
• Wellbeing - in addition to yearly vacation days of 31 days p.a. (excluding public holidays), we’re running a 4-day-work week every year in August with full payment
• Benefits platform - Through the provider ThanksBen, all employees receive GBP 30 (tax-free) per month to spend on their well-being. This covers, for example, sports courses, massages and many retailers
• Support - we’re offering a Company Pension and Private Medical Insurance incl. Dental, life assurance. Parents can get 12 weeks of paid parental leave
• Team Building - Regular team and office events including the yearly Staffbase Camp
• Volunteers Day - you’ll get one day off per year for supporting a social project
• Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid