Principal Customer Success Manager

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 750+ employees supports 2,000+ customers—reaching over 16.4 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 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 communication 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 communication program execution at scale.

This is a hybrid role. Core in‑office days in our North Loop co‑working space are Tuesdays–Thursdays, and it is expected that folks will be in the office at least 2 days per week during core days.

• 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 communication 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 communications 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 communication 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

• 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 communication program
• Strong communication and interpersonal skills; able to influence senior stakeholders and coach IC teams on communication 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 communication tools (intranets, employee apps, communication 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…