Senior Customer Success Manager

• Build relationships to become a strategic advisor to customers, ensuring they achieve key business outcomes using Appfire solutions.

• Leverage Appfire’s partner ecosystem, working with channel partners to drive joint success and extend customer reach.

• Influence Appfire’s strategic priorities, capturing and sharing customer insights to align Appfire’s innovation with market needs.

• Track, measure, and report NRR, ARR, growth, and customer adoption trends.

• Use analytics and CRM tools (Salesforce, Sigma, etc.) to drive data-backed decision-making and forecasting.

• Continuously optimize customer engagement strategies to maximize impact and record progress in Playbooks and written processes.

• Minimum 5+ years of experience in enterprise customer success, account management, or sales in a SaaS environment with channel sales exposure.

• Experience with account mapping & strategic growth planning for Fortune 500 and enterprise customers.

• Strong understanding of SaaS metrics (NRR, CLTV, churn mitigation) and how to influence them.

• Proven ability to drive expansion, increase ARR, and manage complex enterprise customer relationships.

• Ability to navigate complex technical requirements and solution delivery through strong project management skills.

• Familiarity with partner-led GTM models and the ability to leverage partners to support customer success and expand product offerings.

• Experience with forecasting revenue, tracking key performance metrics, and aligning customer success strategies to revenue growth targets.

• Proficient in CRM tools (Salesforce) and using data analytics to inform strategy and decision-making.

• Strong collaborator with the ability to manage multiple initiatives simultaneously, engaging effectively with internal and external teams to deliver results.

• Bonus: Experience working with large enterprise customers in the Atlassian ecosystem or similar environments.

• Business fluency in at least one of the following is preferred: German, Spanish, French or Polish.

#LI-Remote

Since its inception, Appfire has been a remote-first company. With 850+ employees (who we call fireflies) across 28 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally.

At Appfire, CSR means embedding purpose, responsibility, and impact into everything we do. We use our people, products, and partnerships to make a meaningful difference in the world, we act responsibly as a business, and we empower communities while strengthening our skills and culture and fostering belonging across Appfire.

In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy. Appfire has since grown our Pledge 1% program to include all four pledge types — product, profit, equity, and employee time. We were among the first to do this, and we’re proud that Pledge 1% is part of our evolution.

Appfire mission to equip and connect every team so they can plan and deliver their best work. We are committed to building a durable, multi-generational business, and to evolving, innovating, and scaling in a way that ensures stability and opportunity for years to come

What’s our secret sauce?

1. We follow teams. We do our research and build software that solves real-life collaboration challenges while being easy to implement and a joy to use. We’re proud to support over 20,000 customers and growing, including 55% of the Fortune 500. From the entertainment delivered by Netflix to the devices crafted by Samsung, and Dell Technologies and the financial transactions handled by Visa, Edward Jones, and US Bank, Appfire’s technology is indispensable. Our products also play a pivotal role in streamlining operations and fostering innovation at companies like Tesla and significant institutions such as NASA, Boeing, and many more. 
2. We enhance. Our software is designed to give developers, knowledge workers, and teams the ability to extend and get greater value from the platforms they’ve invested in and enjoy. So far, our solutions extend and enhance the capabilities offered by Atlassian, Microsoft, monday.com, and Salesforce. 
3. We build bridges and invest in our partners. Appfire's success is underscored by its channel program as its primary path to market. Today, Appfire has a dedicated Channel team supporting 800+ channel partners.
4. We make security and privacy a priority, but we also keep it simple for our customers. We’ve achieved International Organization for Standardization (ISO) 27001 and ISO 27017 and System and Organization Controls (SOC) SOC 2, Type I and SOC 2, Type II certifications. Our award-winning Appfire Trust Center, offers our customers, partners, and prospects the latest security, privacy, and compliance information, including pre-completed questionnaires (CAIQ, SIG, and VSA) with an accelerated NDA process and just one EULA to cover it all.

Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence and has been included among the Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments, which would not be possible without our team members, partners, and customers: https://appfire.com/awards.

Appfire is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic as defined by applicable law. Our commitment extends to all employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and termination.