Senior Customer Success Manager
Staffbase
CA$100,000 - CA$110,000 / year
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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 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 North America team and own a portfolio of mid-to-large enterprise customers. You’ll be their strategic partner, helping them drive business outcomes and deepen platform adoption, and you’ll own the commercial relationship too: renewals, upsells, and add-on sales, end-to-end, against a quota.
Selling isn’t a side task here. Our CSMs demo, price, negotiate, and close add-on deals themselves, and are measured on hitting their numbers. At quarter-end, we’re in the office working deals alongside the sales team.
You’ll need a strong foundation in customer success and account management, managing customer relationships, driving adoption, and proactively identifying risks and opportunities. You also bring real experience owning revenue: closing renewals, running expansion deals, and handling the negotiation that comes with them. If you’ve carried a number before and enjoyed it, you’ll thrive here.
What you'll be doing
- Own a book of ~25 mid-to-large enterprise customers, building success plans tied to each customer's goals
- Own SaaS subscription renewals for your book end to end: forecasting, negotiating, and closing on time
- Own expansion revenue against a quota: listen for the signals, identify the use case, and turn upsell and cross-sell opportunities into closed deals
- Run CSM-owned add-on deals (like our digital signage solution) yourself, from first demo through pricing, discounting decisions, negotiation, and objection handling
- Take every deal to signature: identify the decision-makers and signers, put the paperwork together, and work with Deal Desk to close, bringing in Product when a customer needs a deeper dive
- Lead regular business reviews and planning sessions that prove value and set up the next commercial conversation
- Guide customer teams through onboarding, rollout, and long-term adoption of the Staffbase platform
- Identify and mitigate risk early, working cross-functionally with Product and Support to keep customers successful
- Advocate for customer needs internally and contribute to product feedback loops
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
- Commercial experience: you've carried a quota or revenue target, and you've owned renewal or expansion deals end to end, including demo, pricing, negotiation, and close. A sales role or a quota-carrying CSM role both count.
- A track record of hitting renewal and expansion targets
- Confidence negotiating price and handling objections, and no hesitation picking up the phone to chase a signature at quarter-end
- Experience managing a portfolio of accounts
- Strong communication and interpersonal skills; able to build relationships with day-to-day users and decision-makers alike
- 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 (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
In compliance with local law, we are disclosing the compensation, or a range thereof. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Staffbase's total compensation package for employees. Pay Range: $100,000 - $110,000 CAD base salary per year. Other rewards may include commissions and program-specific awards. In addition, Staffbase provides a variety of benefits to employees, including health insurance coverage, equity, paid parental leave, life and disability insurance, a retirement savings plan, wellness days, paid holidays and paid time off (PTO).
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Benefits
- health insurance
- paid time off
- stock options
- parental leave
- disability insurance
About this role
Staffbase, a unicorn-valued AI communications platform company, is seeking a Senior Customer Success Manager to build and nurture strategic relationships with mid-to-large enterprise customers across North America. You'll own a portfolio of accounts, develop success plans tied to business outcomes, and guide customers through platform adoption and renewal cycles. The work spans business reviews, cross-functional collaboration with Product and Support teams, risk identification, and expansion opportunity development—essentially serving as a trusted advisor to help customers realize value from the Staffbase platform.
This role suits someone with 3–6 years in Customer Success or Account Management, ideally in SaaS, who has demonstrated success managing renewals and retaining customers. You'll need strong communication skills, the ability to manage multiple accounts simultaneously, and comfort working across internal teams to solve customer problems. A growth mindset and genuine ownership of outcomes matter here; you're expected to be self-motivated and proactive about identifying both risks and opportunities.
The position is based in Toronto and hybrid, offering a $100,000–$110,000 CAD base salary plus long-term incentives, 31 vacation days, flexible work arrangements with a $2,400 annual allowance, RRSP matching, comprehensive health coverage, and one volunteer day per year. Note that this is listed as a volunteer role, which may warrant clarification with the hiring team.
Typical pay for this role
$120,000
Typical range: $100,000 to $140,000
In the news
Staffbase expands into the Middle East and Africa with Dubai office and UAE-based data hosting, People Matters Global
This role's local market on JobMinglr
Pay for this role
$100,000 to $110,000 per year
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