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 550+ employees supports 1,500+ customers—reaching over 14 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.
We’re growing our Customer department and looking for a Manager, Technical Consulting to lead our North American Technical Consulting team. The team partners with customers on the technical foundations of a successful rollout during onboarding and growth. That covers identity and access management, user provisioning, domain and email setup, and integrations. These foundations also determine how well customers can use Staffbase’s AI capabilities, because AI is only as good as the data, permissions, and connected systems behind it.
This is a people leadership role that needs real hands-on technical depth. Most of your time goes to leading the team, with roughly 20% hands-on. You'll guide solution design and troubleshoot complex identity, provisioning, email, and API issues alongside the team.
What you’ll be doing
- Lead and develop the Technical Consultants in North America, including hiring, coaching, performance management, and career development
- Set and uphold a clear standard for ownership and proactive communication between customer calls, and coach consultants to it
- Own team operating rhythm and capacity planning, including meetings, shifts, responsibilities, and coverage needed to meet SLAs and internal targets
- Own technical delivery quality for NA onboarding and paid technical services
- Own the escalation path for high-complexity issues, step in on the hardest cases, and build principal-level consultants' ability to resolve them, with structured troubleshooting, clear customer communication, and durable fixes
- Partner cross-functionally on complex escalations using root cause analysis and prevention, and ensure a clear handoff from technical onboarding to Customer Success
- Standardize repeatable approaches, playbooks, and templates for common technical workflows, including:
SSO and access management using SAML 2.0 and OIDC, including certificate management, claims and attribute mapping, and MFA considerations
User provisioning using SCIM 2.0, including source of truth alignment, group mapping, deprovisioning behaviors, and troubleshooting sync issues
Email and domain setup, including DNS and authentication fundamentals such as SPF, DKIM, DMARC, and domain verification
Integrations using REST APIs, including authentication patterns, error handling, and monitoring
Mobile app distribution, including store submissions, private distribution options, and review timelines
