Principal Customer Success Manager Job at Staffbase (New York)

Job Description

Staffbase is looking for a Principal Customer Success Manager to join our team in North America and support our most strategic customer relationships. You will act as a strategic partner to communications leaders in large enterprises, helping them drive business outcomes, increase platform adoption, and mature their internal comms strategies using Staffbase. This role requires a strong foundation in customer success and enterprise relationship management, as well as a deep understanding of internal communications practices, including editorial strategy, stakeholder alignment, and comms program execution at scale.

Job Responsibility

Own and strategically manage a book of our largest enterprise customers, developing long-term success plans aligned with customer goals
Lead and facilitate executive business reviews, strategic planning sessions, and internal comms advisory conversations
Act as a strategic coach to customer teams—particularly Internal Communications leaders—sharing best practices around editorial planning, content governance, and campaign execution
Guide enterprise comms teams through onboarding, rollout, and long-term adoption of the Staffbase platform, driving early time-to-value and long-term engagement
Help customers design and optimize their comms strategy, including content calendars, governance models, measurement practices, and channel usage
Identify and mitigate risk early, working cross-functionally with Product, Support, and other GTM teams to ensure customer success, proactively demonstrate value, and drive timely SaaS subscription renewals — contributing to strong customer retention
Identify and support expansion opportunities in collaboration with Account Executives and Solution Engineers
Advocate for customer needs internally and contribute to product feedback loops
Serve as a trusted advisor and thought partner to large, global organizations managing complex change, executive messaging, and workforce engagement strategies

Requirements

8–10+ years of experience in Customer Success, Enterprise Consulting, or Strategic Account Management, preferably in SaaS or tech-enabled services
Deep understanding of internal communications practices, with 6+ years leading or advising on editorial strategy within a mature comms program
Strong communication and interpersonal skills
able to influence senior stakeholders and coach IC teams on comms best practices
Experience collaborating globally across business units and leadership levels
Proven ability to guide organizations through change, deliver measurable outcomes, and act as a trusted partner
Experience growing and retaining customers
Familiarity with digital communications tools (intranets, employee apps, comms planning platforms) and metrics (engagement, open rates, reach)
Self-motivated with a growth mindset and a strong sense of ownership
Experience with cross-functional collaboration and account planning in enterprise environments
Experience coaching, mentoring, or enabling others—formally or informally—through comms strategy or customer engagement work

What we offer

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 $1608
Recharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
Wellbeing - Monthly Wellbeing Allowance ($40 USD), from fitness to mental health, hobbies to relaxation
Support - we’re offering a 401(k) plan with company match and health plans, including dental & vision. Parents can get 12 weeks of paid parental leave
Volunteer Day - you’ll get one day off per year for supporting a social project

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Principal Customer Success Manager

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