{"id":1674903,"url":"https://alion.io/job/staffbase-senior-customer-success-manager-2","title":"Senior Customer Success Manager","company":{"id":5564,"name":"Staffbase","domain":"staffbase.com","url":"https://alion.io/company/staffbase","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":4,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-11-01T06:10:25Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":100000,"max":110000,"currency":"CAD","period":"year","gross":null,"usd_annual":78332},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false}],"status":"live","first_seen_at":"2026-10-01T21:41:08Z","employer_posted_date":"2026-10-16","last_verified_at":"2026-11-01T16:59:26Z","board_verified":true,"closed_at":null,"days_open":30,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":30},"description":"About Staffbase\nWe 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. Ourindustry-leading and award-winning agentic AI communications channels - intranet, employee app and email solutions - create engaging experiences that connect and empower employees.\nHeadquartered in Chemnitz, Germany and New York City, with offices in Berlin, London, Sydney, Tokyo, Prague, and Minneapolis-St. Paul, our diverse team of 550+ employees supports 1,500+ customers-reaching over 14 million employees-in transforming their employee experience.\nWe 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.\nStaffbase is looking for a Senior Customer Success Manager to join our North America team and own a portfolio of mid-to-large enterprise customers. You’ll be their strategic partner, helping them drive business outcomes and deepen platform adoption, and you’ll own the commercial relationship too: renewals, upsells, and add-on sales, end-to-end, against a quota.\nSelling isn’t a side task here. Our CSMs demo, price, negotiate, and close add-on deals themselves, and are measured on hitting their numbers. At quarter-end, we’re in the office working deals alongside the sales team.\nYou’ll need a strong foundation in customer success and account management, managing customer relationships, driving adoption, and proactively identifying risks and opportunities. You also bring real experience owning revenue: closing renewals, running expansion deals, and handling the negotiation that comes with them. If you’ve carried a number before and enjoyed it, you’ll thrive here.\nWhat you'll be doing\nOwn a book of ~25 mid-to-large enterprise customers, building success plans tied to each customer's goals\nOwn SaaS subscription renewals for your book end to end: forecasting, negotiating, and closing on time\nOwn expansion revenue against a quota: listen for the signals, identify the use case, and turn upsell and cross-sell opportunities into closed deals\nRun CSM-owned add-on deals (like our digital signage solution) yourself, from first demo through pricing, discounting decisions, negotiation, and objection handling\nTake every deal to signature: identify the decision-makers and signers, put the paperwork together, and work with Deal Desk to close, bringing in Product when a customer needs a deeper dive\nLead regular business reviews and planning sessions that prove value and set up the next commercial conversation\nGuide customer teams through onboarding, rollout, and long-term adoption of the Staffbase platform\nIdentify and mitigate risk early, working cross-functionally with Product and Support to keep customers successful\nAdvocate for customer needs internally and contribute to product feedback loops\nWhat you'll need to be successful\n3-6 years of experience in Customer Success, Account Management, or related client-facing roles, preferably in SaaS\nCommercial experience: you've carried a quota or revenue target, and you've owned renewal or expansion deals end to end, including demo, pricing, negotiation, and close. A sales role or a quota-carrying CSM role both count.\nA track record of hitting renewal and expansion targets\nConfidence negotiating price and handling objections, and no hesitation picking up the phone to chase a signature at quarter-end\nExperience managing a portfolio of accounts\nStrong communication and interpersonal skills; able to build relationships with day-to-day users and decision-makers alike\nFamiliarity with digital tools and SaaS adoption metrics\nSelf-motivated with a growth mindset and a strong sense of ownership\nExperience collaborating cross-functionally with internal teams to drive customer success\nWhat you'll get\nCompetitive Compensation - we offer attractive salary packages including LTIP (unit-based Long Term Incentive Plan)\nFlexibility - we offer flexible working time models and the option of hybrid work, and support this with a yearly flex work allowance of $2400\nRecharge - with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August\nSupport - we’re offering a RRSP plan with company match and health plans, including dental & vision as well as competitive Paid Parental Leave to support new parents\nVolunteer Day - you’ll get one day off per year for supporting a social project\nIn compliance with local law, we are disclosing the compensation, or a range thereof. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Staffbase's total compensation package for employees. Pay Range: $100,000 - $110,000 CAD base salary per year. Other rewards may include commissions and program-specific awards. In addition, Staffbase provides a variety of benefits to employees, including health insurance coverage, equity, paid parental leave, life and disability insurance, a retirement savings plan, wellness days, paid holidays and paid time off (PTO).","description_format":"text","description_chars":5286,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule","Health insurance","Hybrid work","Insurance coverage","Parental leave","Retirement plans"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Team Communication & Collaboration","Intranet & Knowledge Management"],"lifecycle":[{"event":"open","at":"2026-10-02T07:58:49Z"},{"event":"close","at":"2026-10-08T21:37:08Z"},{"event":"reopen","at":"2026-10-10T00:26:37Z"}],"visa":[],"liveness":{"score":65,"band":"ok","label":"Likely open","p_open":1,"p_active":0.871,"p_room":0.75,"age_days":30,"expected_fill_days":43,"reasons":["conf:1","velocity","win:late"],"computed_at":"2026-11-01T06:10:25Z"},"pay":{"stated_usd_annual":78332,"is_top_pay":false},"html_url":"https://alion.io/job/staffbase-senior-customer-success-manager-2","json_url":"https://alion.io/job/staffbase-senior-customer-success-manager-2.json","meta":{"generated_at":"2026-11-01T18:47:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":28729,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-02T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5564},"rest":"https://alion.io/mcp/rest/get_company?id=5564"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fstaffbase-senior-customer-success-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fstaffbase-senior-customer-success-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fstaffbase-senior-customer-success-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/staffbase-senior-customer-success-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fstaffbase-senior-customer-success-manager-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1674903}},{"tool":"search_jobs","arguments":{"company":"staffbase.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1674903},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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