Customer Success Manager

As a Customer Success Manager, you will play a critical role in driving customer value and reducing churn risk. In this role, you will leverage technology, data insights, and strategic frameworks to manage a large portfolio of customers efficiently and effectively. This role involves working with a large portfolio of 50 - 100 mostly Corporate and Enterprise customers.

You will work with customers either in 1:1 engagements for high impact objectives, or by running one to many success programs to impact target customer groups. In those 1:1 engagements, you will use your relationship and communication skills to understand customers’ business objectives and help to identify ways we can deliver increased value through broader and more mature use of Staffbase. You will have ownership of your portfolio which includes ensuring that the renewal cycle is followed and successfully closed. You will also have the chance to grow your book of business by spotting opportunities to increase how the customer is working with Staffbase.

Part mentor, project manager, consultant and comms specialist, you are continually passionate about helping our customers improve their communications strategy and be successful with Staffbase.

What you’ll be doing:

• Manage a high-volume customer portfolio using a scalable, technology-driven approach.
• Monitor Customer Health Metrics to identify, qualify, and efficiently mitigate risk.
• Manage and successfully close renewals, as well as growth opportunities.
• Support the adoption of Staffbase features during every customer touchpoint using playbooks, product signals, and other relevant data points to look for opportunities to expand the Staffbase footprint with your customers.
• Run customer webinars and CSM office hours sessions with a group of customers to drive growth and further product adoption, and efficiently drive value at scale.
• Establish a position as a domain and platform expert through delivery of engagements (e.g. Executive Business Reviews, Expansion Consultations) and other ad-hoc requests to support clients and their goals.
• Partner with internal stakeholders such as Account Executives and Commercial Leaders to research and execute Success Plans with priority customers.
• Partner with cross-functional teams to create and maintain value-driven assets, determine needs and implement scalable and proactive multi-channel programs that accelerate value realisation.
• Develop and execute one-to-many customer success programs, including email campaigns, webinars, and self-service resources.
• Act as a customer advocate to drive product enhancements and new feature development.
• Implement and refine automation workflows to scale personalised customer interactions.
• Stay updated on new tools and methodologies to improve scalability and efficiency.

What you need to be successful:

• 3+ years relevant work experience in a customer-facing role. Ideally this would be in a digital or scaled customer function, but SaaS customer success, consulting experience, account management or sales organisation experience would be a plus.
• Agile, task focussed and able to manage time based assignments to close.
• Self-motivated, dedicated team player with innovative ideas to encourage customer adoption.
• Excellent communication, presentation, and interpersonal skills.
• Strong interpersonal skills and experience quickly building customer relationships.
• Ability to adopt the approach of continuous improvement and actively contribute to the process and procedure of the team.
• Proven track record of highly-professional customer service in a dynamic, start-up environment.
• Creative problem solving under pressure when working through customer issues.

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 £1356.
• Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August.
• Support - we’re offering a Company Pension and Private Medical Insurance incl. Dental, life assurance as well as competitive Pay Parental Leave to support new parents.
• Volunteers Day - you’ll get one day off per year for supporting a social project.