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Salary: CAD 100,000 - 110,000 / annual
Staffbase is an AI-native Employee Experience Platform company (unicorn, $1B+ valuation) with 550+ employees serving 1,500+ customers across 14+ million employees globally. The company offers industry-leading agentic AI communications channels including intranet, employee app, and email solutions.
You will join as a Senior Customer Success Manager supporting North America, acting as a strategic partner to mid-to-large enterprise customers. Your focus will be driving business outcomes, increasing platform adoption, and ensuring successful renewals through proactive relationship management and cross-functional collaboration.
Key Responsibilities:
- Own and manage a portfolio of enterprise customer accounts, developing success plans aligned with customer business goals
- Lead regular business reviews and strategic planning sessions with customer leadership teams
- Guide customers through onboarding, platform rollout, and long-term adoption of Staffbase solutions
- Identify and mitigate churn risk early by working cross-functionally with Product, Support, and Sales teams
- Proactively demonstrate value and drive timely SaaS subscription renewals
- 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 advisor to customer teams on platform adoption and engagement strategies
Requirements:
- 3–6 years of experience in Customer Success, Account Management, or related client-facing roles, preferably in SaaS
- Proven track record managing renewals and retaining customers
- Strong communication and interpersonal skills with ability to build relationships across customer organizations
- Experience managing a portfolio of accounts
- Familiarity with digital tools and SaaS adoption metrics
- Self-motivated with a growth mindset and strong sense of ownership
- Experience collaborating cross-functionally with internal teams to drive customer success
