Senior Customer Success Manager

About the role

As a Sr. Customer Success Manager at Appfire, you will own and strategically grow our high-value, enterprise customer relationships. Your mission is to drive long‑term customer value through expansion, retention, and migration support ensuring customers maximize their investment in Appfire’s solutions. In this role, you act as a trusted advisor, revenue driver, and advocate, leveraging deep account mapping, cross‑sell/upsell strategies, and strong customer relationships to accelerate ARR growth. This is a high‑impact, individual‑contributor role that requires a strategic mindset, strong commercial acumen, and the ability to collaborate cross‑functionally to drive measurable business outcomes.

What you’ll do

Enterprise Account Growth & Expansion

• Own and manage a portfolio of ~70 high‑value enterprise accounts, identifying and executing opportunities to increase ARR and drive strategic expansion.
• Develop and execute account plans, leveraging deep account mapping to align customer needs with Appfire’s product ecosystem.
• Lead value‑driven migration and expansion conversations, proactively identifying cross‑sell and upsell opportunities across Appfire’s suite of solutions.
• Engage at executive and stakeholder levels, influencing decision‑makers and securing long‑term commitments to Appfire’s offerings.

Customer Advocacy & Success Execution

• Build relationships to become a strategic advisor to customers, ensuring they achieve key business outcomes using Appfire solutions.
• Drive retention and mitigate churn risks, leveraging proactive engagement strategies and data insights.
• Guide customers through major transitions, including Data Center to Cloud migrations, maximizing adoption and reducing friction while working cross‑functionally.
• Own escalation management, working closely with leadership, support, product, and engineering teams to resolve complex issues.
• Role‑model elite Customer Success practices and enable the team to learn and grow their skills.

Cross‑Functional Collaboration & GTM Alignment

• 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.

Data‑Driven Execution & Operational Excellence

• 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.

Skills and experience you'll need to succeed

• 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.

Benefits

• Equity Units Plan
• Eligible for company equity, fostering ownership and connection to Appfire’s growth.
• Paid Time Off (PTO)
• 25 days annual leave (Jan–Dec) + Spanish public holidays
• Carry over up to 10 unused days (use by Dec 31)
• Reduced summer hours
• Flexible bank holidays (swap one public holiday)
• Training & Personal Development
• Access to Appfire University — a custom, on‑demand learning platform to support continuous development.