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Associate Customer Success Manager

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Staffbase

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Customer Relations
    Sales & Business Development
  • Chemnitz

AI generated summary

  • You should have customer-facing experience, strong communication skills, fluency in German and English, and a proactive, problem-solving mindset, preferably with SaaS background.
  • You will manage customer relationships, monitor health metrics, drive product adoption, conduct webinars, deliver business reviews, collaborate with teams, and implement value-driven programs.

Requirements

  • Previous experience in a customer-facing role, consulting or account management position in a dynamic environment.
  • Agile, task-focused and able to manage time based assignments to close.
  • Self-motivated, dedicated team player with innovative ideas to encourage customer adoption.
  • Excellent communication and presentation skills.
  • Strong interpersonal skills and experience quickly building customer relationships.
  • Ability to adopt the approach of continuous improvement and actively contribute to the process improvement of the team.
  • Fluency in German and English language skills (C1 level)
  • Creative problem solving under pressure when working through customer issues.
  • Previous experience in the SaaS industry is a plus.

Responsibilities

  • Own an assigned customer for specific tasks or activities and successfully manage to close, engaging cross functional resources as necessary.
  • Monitor Customer Health Metrics to identify, qualify, and efficiently mitigate risk.
  • 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.
  • Participate in 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, Renewal Managers, and Consulting 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.

FAQs

What is the main responsibility of an Associate Customer Success Manager at Staffbase?

The main responsibility includes driving customer value, reducing churn for mid-market accounts, and engaging customers through 1:1 interactions or group success programs.

What qualifications are required for this position?

The ideal candidate should have previous experience in a customer-facing role, excellent communication and presentation skills, strong interpersonal skills, and should be fluent in both German and English (C1 level).

Is experience in the SaaS industry necessary for this role?

Previous experience in the SaaS industry is a plus but not mandatory.

What kind of support will I receive for my professional development?

Employees receive a yearly budget of €1000 for external training and one day off for growth per year, which increases to two days in the second year.

What does the company offer in terms of work-life balance?

Staffbase offers flexibility with working time models, hybrid work options, 30 vacation days per year, and a 4-day work week every August with full payment.

How does Staffbase contribute to employee wellness?

The company promotes wellness by providing sport courses, leasing bikes, offering fruits, drinks, and snacks in the offices, and running various wellbeing initiatives.

What is the process for establishing customer relationships in this role?

The Associate Customer Success Manager is expected to quickly build relationships with customers, support their adoption of Staffbase features, and participate in customer engagements to drive value.

Are there opportunities for team building activities?

Yes, Staffbase regularly organizes team and office events, including the yearly Staffbase Camp.

Is there a referral program available for employees?

Yes, employees can refer friends who are suitable for full-time openings and receive a referral bonus upon successful hiring.

Will I have the chance to take part in social projects?

Yes, you get one day off per year to support a social project, and the company will make a small donation for that project as well.

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Staffbase

We provide an internal communications platform to unite companies and their employees behind a common purpose.

Technology
Industry
501-1000
Employees
2014
Founded Year

Mission & Purpose

Staffbase offers a platform for mobile-first employee communication. Launch your own branded app for corporate communication, sharing information and mobile processes. Powered by an enterprise-grade managed service and verified by 1000+ enterprises worldwide. Staffbase makes your company intranet accessible on the go with a mobile app. Today, even office workers expect to find everything they need on their phones. Staffbase allows employees to download your company intranet app directly from the app stores onto their phones. Using the company intranet is just as easy as checking the weather or answering a text. It’s time to bridge the gap. Your people are your company’s most valuable asset, but they can only contribute the full measure of their talents and skills when they are informed and engaged. Traditional channels are missing the mark. Today’s communication is digital and “digital” means mobile-first. Invest in a platform that prioritizes your people and purpose. Revitalize company culture with communication that hits home. Brand your employee experience. Boost engagement by enabling bottom-up communication. Make a tangible difference with your employee communications platform. It’s time for a solution for everyone - mobile first or bust!