Customer Success Manager

Staffbase is looking for a commercially minded Customer Success Manager to own and grow a portfolio of enterprise and corporate customers across APAC. This role is accountable for customer retention and renewals, while working in close partnership with Sales to drive account expansion and long-term value creation.

You will operate as a trusted advisor to senior executives and platform users, deeply understand the Staffbase platform, and proactively align our capabilities to customer business priorities to maximise ROI and net revenue retention.

• Own customer renewals and retention for a defined portfolio of corporate and enterprise customers across APAC
• Proactively manage renewal risk, identifying early warning signals and executing mitigation plans
• Work in close partnership with Account Executives to drive account expansion by proactively identifying, shaping, and influencing upsell and cross-sell opportunities through strategic alignment of Staffbase capabilities to customer business priorities and executive initiatives
• Identify expansion opportunities through usage data, maturity assessments, and evolving customer objectives
• Support deal strategy, value positioning, and executive alignment for expansion motions while maintaining clear role boundaries with Sales
• Build and maintain strong, trusted relationships with senior and executive stakeholders (C-suite, CHRO, CIO, Heads of Internal Comms, etc.)
• Lead Executive Business Reviews (EBRs) that focus on outcomes, ROI, adoption maturity, and future-state planning.
• Position Staffbase as a strategic, long-term partner, not just a technology vendor
• Co-create and own Joint Success Plans aligned to customer business outcomes, transformation initiatives, and measurable KPIs
• Track, measure, and articulate customer value, ensuring executives clearly understand the impact of Staffbase
• Translate customer strategy into clear adoption, enablement, and growth plans
• Maintain deep knowledge of the Staffbase platform, features, and roadmap
• Translate product usage data into actionable, commercial, and strategic recommendations
• Advise customers on new features and relevant use cases that drive additional value and expansion
• Confidently demonstrate and position product capabilities in a value-led, outcome-driven manner

• Proven experience in Customer Success, Account Management, Consulting, or Strategic Account roles within B2B SaaS
• Demonstrated accountability for renewals, retention, or revenue outcomes
• Strong executive presence with the ability to influence senior stakeholders
• Commercial mindset with the ability to balance customer advocacy and revenue responsibility
• High product aptitude and ability to quickly master complex platforms
• Strategic thinker who can connect product capabilities to tangible business outcomes
• Comfortable operating in a fast-paced, high-growth, cross-functional environment with technology.

• 3+ years working experience in Customer Success, Project Management, or B2B Consulting, engaging with enterprise customers.
• Experience in SaaS required* Preferably across APAC
• Strategic problem-solving skills with the ability to translate business requirements into business value
• Strong communication skills including written, analytical, presentation, and verbal with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
• Challenger and growth mindset
• Team player who has fresh ideas when it comes to user adoption and churn mitigation
• Ability to collaborate with teams across the organization while also being able to work independently and as a self-starter
• Proactive and driven project leader with experience executing complex solutions
• Experience working in Internal Communications is a plus
• Familiarity with Salesforce and Gainsight is also a plus

What you'll get

• Competitive Compensation - we offer attractive salary packages including an Employee Stock Option 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 AUD. 
• Wellbeing - in addition to yearly vacation days of 30 days p.a., we’re running a 4-day work week every year in August with full payment. 
• Support - we’re offering support on private health insurance. Parents can get 12 weeks of paid parental leave. 
• Team Building - Regular team and office events including the yearly Staffbase Camp
• Volunteers Day - you’ll get one day off per year for supporting a social project. We will donate a small amount for that project in addition
• Employee Referral Program - one of your friends is a fit to one of our full-time openings? Refer them and get a referral bonus paid

Please note: this role is open for candidates who currently hold authorisation/right to work for any employer in Australia. We are unable to offer sponsorship for this position.