Job Description
About Staffbase
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 750+ employees supports 2,000+ customers—reaching over 16.4 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.
We are seeking an experienced and inspiring Team Lead, Customer Success Managers (CSMs) to manage, coach, and elevate a high-performing team of Corporate CSMs. This role is responsible for ensuring the team collectively builds meaningful customer partnerships, drives long-term retention, and maximizes value realization from the Staffbase platform. You will be instrumental in scaling our Customer Success operations, maintaining high team performance, and translating company strategy into actionable team execution.
What you’ll be doing
- Lead, mentor, and coach the CSM team on best practices for customer relationship building, strategic goal alignment, and complex customer interactions.
- Help develop and implement targeted training programs to enhance team skills in product expertise, commercial negotiations, and expansion identification
- Act as the primary escalation point and strategic “sparring partner” for CSMs on high-value or high-risk accounts.
- Actively participate in the recruitment and successful onboarding of new CSMs.
- Own and drive the team’s collective revenue KPIs, including Gross Retention Rate (GRR) and Net Retention Rate (NRR).
- Manage the team’s consolidated renewal and expansion pipeline, providing accurate, weekly forecasts and strategic commentary to senior leadership.
- Identify, document, and champion continuous process improvements across the customer growth lifecycle.
- Ensure consistent and high-quality usage of all Customer Success tools (e.g., CRM, health scoring systems) by the team.
- Collaborate closely with Sales, Product, and Marketing Leadership to ensure the Customer Success strategy is fully aligned with go-to-market motions.
- Systematically collect, structure, and prioritize customer feedback to drive impactful product improvements.
What you need to be successful
- 3+ years of experience in a B2B SaaS Customer Success role, with at least 2+ years in a Team Lead, Management, or Senior/Strategic CSM role involving coaching and performance oversight.
- Proven track record of managing renewal pipelines and successfully driving upsell/expansion strategies at scale.
- Experience defining and optimizing Customer Success processes and leveraging data (customer health scores, usage analytics) to manage team performance.
- Demonstrated ability to motivate, coach, and develop a team to achieve ambitious targets.
What you’ll get
- 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 €1560
- Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
- Wellbeing - Monthly Wellbeing Allowance €35, from fitness to mental health, hobbies to relaxation
- Support-we’re offering a company pension scheme
- Volunteers Day- you’ll get one day off per year for supporting a social project
