Senior 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 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.

• 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.
• Role model elite Customer Success practices and enable the team to learn and grow their skills.

• 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 key success metrics, including 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.
• 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 Understanding of and 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 (e.g., 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.

• 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.