Customer Success Manager

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. That's why at Appfire, you choose.

Choose to work where you thrive: Whether from home, in one of our offices, or while exploring the world, you decide where you're most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remote-first company, we've got you covered.

Choose to balance your life without compromise: Plan your workday around your needs and what matters most to you. Enjoy flexible time off without the hassle of complicated approvals. From day one, we trust you to deliver quality work without sacrificing your personal life, hobbies, loved ones, and well-being.

• Own and manage a portfolio of mid-sized enterprise accounts, identifying and executing opportunities to increase ARR and drive expansion.
• Develop and execute account plans and identify opportunities to increase ARR through cross-sell and upsell strategies within Appfire's product suite.
• Proactively manage and grow relationships with key stakeholders, ensuring customers achieve desired business outcomes.
• Partner with Channel Managers to prioritize customer engagement and focus on key accounts to drive results.

• Find new contacts and build relationships to aspire 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.
• Own escalation management, working closely with support, product, and engineering teams to resolve complex issues.

• Work closely with internal teams (sales, product, support) to deliver solutions to customer challenges and drive customer success.
• Collaborate with channel partners, where appropriate, to ensure customers receive the right resources and solutions.

• Track key success metrics (e.g., NRR, ARR, customer adoption) to ensure continuous customer success and improvement.
• Leverage CRM tools (Salesforce, etc.) to manage accounts and track progress.
• Document and follow customer engagement strategies to ensure consistency and best practices.

• Minimum of 3-5 years of experience in enterprise customer success, account management, or sales in a SaaS environment.
• Experience managing a portfolio of mid-sized accounts with a focus on customer satisfaction and growth.
• Basic understanding of SaaS metrics (e.g., NRR, churn) and how to influence customer outcomes.
• Proven ability to manage complex customer relationships, focusing on customer needs and success.
• Familiarity with product adoption, migrations, and supporting customers through key transitions.
• Proficient in CRM tools (e.g., Salesforce) and using data analytics to inform strategy and decision-making.
• Strong communication skills and the ability to collaborate across teams to deliver results.
• Bonus:experience with enterprise customers in the Atlassian ecosystem or similar environments.

• You are dedicated to elevating client and co-worker experiences, knowing that exceptional work centers on serving others.
• You adapt swiftly to new business demands, understanding that change fuels collective and individual growth.
• You excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite and through occasional in-person events.

• Every Appfire employee is eligible for company equity.
• 401(k) Matching Component.

• Access to the Appfire University learning platform - a hub of knowledge, interactive resources, and engaging instructor-led courses designed to fuel your learning journey with unparalleled depth and accessibility.
• Access to O'Reilly learning platform for technical skills training.

• 10 paid holidays + Flexible PTO - no set number of days that you must take in a year.
• 100% company-paid health insurance.
• 50/50 split dental and vision insurance.

• 24 hours of paid time off to participate in Appfire Town, Appfire's Corporate Social Responsibility (CSR) Program.

• Flexible Spending Accounts.
• Mobile phone and Internet stipend.

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. We don't compete. 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 the fact that the company has no direct sales team and instead leverages its channel program as its primary path to market. Today, Appfire has a dedicated Channel team supporting 700+ 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. In 2022, we launched our award-winning Appfire Trust Center, offering 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.