Senior Customer Success Manager

<div class="content-intro"><p>At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. We’re a team of 800+ employees, working remotely across 28 countries. Our flagship products include: Appfire Flow, JXL, Comala Document Management, 7Pace Time Tracker, Jira Misc Workflow Extensions, and BigPicture.</p> <p>Here you can read some of our customer stories: <a class="owrQq" href="https://appfire.com/resources/resource-library/customer-stories" target="_blank">https://appfire.com/resources/resource-library/customer-stories</a></p></div><h2><strong>About the role:</strong></h2> <p>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 will 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.</p> <p>As we continue to build strong, sustainable relationships with our enterprise customers, the Customer Success Manager will be responsible for growing and managing a strategic book of business. With a focus on driving long-term value for both our customers and Appfire, you will leverage your expertise in account mapping, cross-sell/upsell strategies, and customer advocacy to accelerate ARR growth. This role is key to ensuring that large enterprise accounts not only experience exceptional outcomes with our products but also recognize the full potential of the Appfire ecosystem to solve their evolving needs.</p> <h2 data-start="1383" data-end="1398">What you’ll do:</h2> <p data-start="1400" data-end="1437"><strong>Enterprise Account Growth &amp; Expansion</strong></p> <ul data-start="1439" data-end="2025"> <li data-start="1439" data-end="1601"> <p data-start="1441" data-end="1601"><strong data-start="1441" data-end="1509">Own and manage a portfolio of ~70 high-value enterprise accounts</strong>, identifying and executing opportunities to <strong data-start="1554" data-end="1600">increase ARR and drive strategic expansion</strong>.</p> </li> <li data-start="1602" data-end="1728"> <p data-start="1604" data-end="1728">Develop and execute account plans, leveraging deep account mapping to align customer needs with Appfire’s product ecosystem.</p> </li> <li data-start="1729" data-end="1888"> <p data-start="1731" data-end="1888">Lead value-driven migration and expansion conversations, proactively identifying <strong data-start="1812" data-end="1851">cross-sell and upsell opportunities</strong> across Appfire’s suite of solutions.</p> </li> <li data-start="1889" data-end="2025"> <p data-start="1891" data-end="2025">Engage at <strong data-start="1901" data-end="1937">executive and stakeholder levels</strong>, influencing decision-makers and securing long-term commitments to Appfire’s offerings.</p> </li> </ul> <p data-start="2028" data-end="2065"><strong>Customer Advocacy &amp; Success Execution</strong></p> <ul data-start="2067" data-end="2706"> <li data-start="2067" data-end="2205"> <p data-start="2069" data-end="2205">Build relationships to become a <strong data-start="2101" data-end="2135">strategic advisor to customers</strong>, ensuring they achieve key business outcomes using Appfire solutions.</p> </li> <li data-start="2206" data-end="2315"> <p data-start="2208" data-end="2315"><strong data-start="2208" data-end="2252">Drive retention and mitigate churn risks</strong>, leveraging proactive engagement strategies and data insights.</p> </li> <li data-start="2316" data-end="2479"> <p data-start="2318" data-end="2479">Guide customers through major transitions, including Data Center to Cloud migrations, maximizing adoption and reducing friction while working cross functionally.</p> </li> <li data-start="2480" data-end="2608"> <p data-start="2482" data-end="2608">Own escalation management, working closely with leadership, support, product, and engineering teams to resolve complex issues.</p> </li> <li data-start="2609" data-end="2706"> <p data-start="2611" data-end="2706">Role model elite Customer Success practices and enable the team to learn and grow their skills.</p> </li> </ul> <p data-start="2709" data-end="2755"><strong>Cross-Functional Collaboration &amp; GTM Alignment</strong></p> <ul data-start="2757" data-end="3009"> <li data-start="2757" data-end="2876"> <p data-start="2759" data-end="2876">Leverage Appfire’s partner ecosystem, working with channel partners to drive joint success and extend customer reach.</p> </li> <li data-start="2877" data-end="3009"> <p data-start="2879" data-end="3009">Influence Appfire’s strategic priorities, capturing and sharing customer insights to align Appfire’s innovation with market needs.</p> </li> </ul> <p data-start="3012" data-end="3058"><strong>Data-Driven Execution &amp; Operational Excellence</strong></p> <ul data-start="3060" data-end="3384"> <li data-start="3060" data-end="3140"> <p data-start="3062" data-end="3140">Track, measure, and report <strong data-start="3089" data-end="3139">NRR, ARR, growth, and customer adoption trends</strong>.</p> </li> <li data-start="3141" data-end="3254"> <p data-start="3143" data-end="3254">Use analytics and CRM tools (Salesforce, Sigma, etc.) to drive <strong data-start="3206" data-end="3253">data-backed decision-making and forecasting</strong>.</p> </li> <li data-start="3255" data-end="3384"> <p data-start="3257" data-end="3384">Continuously optimize customer engagement strategies to maximize impact and record progress in Playbooks and written processes.</p> </li> </ul> <p data-start="3387" data-end="3432"><strong>Skills and experience you'll need to succeed:</strong></p> <ul data-start="3434" data-end="4670"> <li data-start="3434" data-end="3582"> <p data-start="3436" data-end="3582">Minimum <strong data-start="3444" data-end="3553">5+ years of experience in enterprise customer success, account management, or sales in a SaaS environment</strong> with <strong>channel sales exposure</strong>.</p> </li> <li data-start="3583" data-end="3690"> <p data-start="3585" data-end="3690">Experience with <strong data-start="3601" data-end="3689">account mapping &amp; strategic growth planning for Fortune 500 and enterprise customers</strong>.</p> </li> <li data-start="3691" data-end="3790"> <p data-start="3693" data-end="3790">Strong understanding of <strong data-start="3717" data-end="3763">SaaS metrics (NRR, CLTV, churn mitigation)</strong> and how to influence them.</p> </li> <li data-start="3791" data-end="3899"> <p data-start="3793" data-end="3899">Proven ability to <strong data-start="3811" data-end="3898">drive expansion, increase ARR, and manage complex enterprise customer relationships</strong>.</p> </li> <li data-start="3900" data-end="4016"> <p data-start="3902" data-end="4016">Ability to navigate complex technical requirements and solution delivery through strong project management skills.</p> </li> <li data-start="4017" data-end="4153"> <p data-start="4019" data-end="4153">Familiarity with partner-led GTM models and the ability to leverage partners to support customer success and expand product offerings.</p> </li> <li data-start="4154" data-end="4294"> <p data-start="4156" data-end="4294">Experience with forecasting revenue, tracking key performance metrics, and aligning customer success strategies to revenue growth targets.</p> </li> <li data-start="4295" data-end="4398"> <p data-start="4297" data-end="4398">Proficient in CRM tools (Salesforce) and using data analytics to inform strategy and decision-making.</p> </li> <li data-start="4399" data-end="4558"> <p data-start="4401" data-end="4558">Strong collaborator with the ability to manage multiple initiatives simultaneously, engaging effectively with internal and external teams to deliver results.</p> </li> <li data-start="4559" data-end="4670"> <p data-start="4561" data-end="4670">Bonus: Experience working with large enterprise customers in the Atlassian ecosystem or similar environments.</p> </li> <li data-start="4559" data-end="4670">Business fluency in at least one of the following is preferred: <strong>German, Spanish, French or Polish</strong>.</li> </ul> <h2 data-start="4673" data-end="4682">Benefits:</h2> <p data-start="87" data-end="198">💼 <strong data-start="90" data-end="111">Equity Units Plan</strong><br data-start="111" data-end="114">Eligible for company equity, fostering ownership and connection to Appfire’s growth.</p> <p data-start="200" data-end="418">🏖️ <strong data-start="204" data-end="227">Paid Time Off (PTO)</strong><br data-start="227" data-end="230">25 days annual leave (Jan–Dec) + Spanish public holidays<br data-start="286" data-end="289">➕ Carry over up to 10 unused days (use by Dec 31)<br data-start="338" data-end="341">☀️ Reduced summer hours<br data-start="364" data-end="367">🔄 Flexible bank holidays (swap one public holiday)</p> <p data-start="420" data-end="564">📚 <strong data-start="423" data-end="458">Training &amp; Personal Development</strong><br data-start="458" data-end="461">Access to Appfire University — a custom, on-demand learning platform to support continuous development.</p> <p data-start="566" data-end="714">🩺 <strong data-start="569" data-end="613">Private Health Insurance (IMQ / Adeslas)</strong><br data-start="613" data-end="616">Fully covered employee plan<br data-start="643" data-end="646">➕ Option to add family members at a discounted payroll-deducted rate</p> <p data-start="716" data-end="830">🤒 <strong data-start="719" data-end="746">Sick Leave Compensation</strong><br data-start="746" data-end="749">Salary gap covered during sick leave per PTO policy so you can focus on recovery.</p> <p data-start="832" data-end="906">🏠 <strong data-start="835" data-end="861">Work From Home Stipend</strong><br data-start="861" data-end="864">€50/month to support home office expenses.</p> <p data-start="908" data-end="1001">🏃 <strong data-start="911" data-end="930">Sport Allowance</strong><br data-start="930" data-end="933">€400 gross per year reimbursement for fitness or outdoor activities.</p> <p data-start="1003" data-end="1118">🤝 <strong data-start="1006" data-end="1046">3 Paid Volunteer Days (Appfire Town)</strong><br data-start="1046" data-end="1049">Fully paid days to support local communities through our CSR program.</p> <p data-start="1120" data-end="1253">🏢 <strong data-start="1123" data-end="1176">Remote-First with Optional Office Access (Bilbao)</strong><br data-start="1176" data-end="1179">Work fully remote within Spain, with optional access to the Bilbao office.</p> <h2>&nbsp;</h2> <p>#LI-Remote</p><div class="content-conclusion"><p><strong>Market recognition</strong></p> <p>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:&nbsp;<a href="https://appfire.com/awards" target="_blank">https://appfire.com/awards</a>.</p> <p><strong>Equal Employer Opportunity (EEO)&nbsp;&nbsp;</strong></p> <p>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.</p></div>