Team Lead, Customer Success Managers - 18 month Fixed-Term Contract (Parental Leave Cover)

Team Lead, Customer Success Managers – 18 month Fixed-Term Contract (Parental Leave Cover)

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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—our diverse team of 750+ employees supports 2,000+ customers reaching over 16.4 million employees 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.

What You’ll Be Doing

• Lead, mentor, and coach the CSM team on best practices for customer relationship building, strategic goal alignment, and complex customer interactions
• Help develop and implement targeted training programs to enhance team skills in product expertise, commercial negotiations, and expansion identification
• Act as the primary escalation point and strategic \“sparring partner\“ for CSMs on high-value or high-risk accounts
• Actively participate in the recruitment and successful onboarding of new CSMs
• Own and drive the team’s collective revenue KPIs, including Gross Retention Rate (GRR) and Net Retention Rate (NRR)
• Manage the team\’s consolidated renewal and expansion pipeline, providing accurate, weekly forecasts and strategic commentary to senior leadership
• Identify, document, and champion continuous process improvements across the customer growth lifecycle
• Ensure consistent and high-quality usage of all Customer Success tools (e.g., CRM, health scoring systems) by the team
• Collaborate closely with Sales, Product, and Marketing Leadership to ensure the Customer Success strategy is fully aligned with go-to-market motions
• Systematically collect, structure, and prioritize customer feedback to drive impactful product improvements

What You Need To Be Successful

• 3+ years of experience in a B2B SaaS Customer Success role, with at least 2+ years in a Team Lead, Management, or Senior/Strategic CSM role involving coaching and performance oversight
• Proven track record of managing renewal pipelines and successfully driving upsell/expansion strategies at scale
• Experience defining and optimizing Customer Success processes and leveraging data (customer health scores, usage analytics) to manage team performance
• Demonstrated ability to motivate, coach, and develop a team to achieve ambitious targets
• Fluency in both German and English, written and spoken (min. Level C1)

What You’ll Get

• 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 €1560
• Recharge – with 31 vacation days annually (incl. one floating holiday), plus pro rata fully paid Fridays off during August
• Wellbeing – Monthly Wellbeing Allowance €35, from fitness to mental health, hobbies to relaxation
• Support – we’re offering a company pension scheme
• Volunteers Day – you’ll get one day off per year for supporting a social project