The Senior Customer Success Manager at Appfire will own and strategically grow high-value enterprise customer relationships, focusing on driving long-term customer value through expansion, retention, and migration support. Appfire is a remote-first company with over 850 employees across 28 countries, dedicated to helping businesses maximize their investment in software solutions.
What You'll Do
- 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.
- 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.
- 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.
What We're Looking For
- 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.
Nice to Have
- 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.
Technical Stack
- Salesforce
- Sigma
- Atlassian ecosystem
Team & Environment
- 850+ employees (fireflies) across 28 countries
- Remote-first global team with dedicated Channel team supporting 800+ partners
- Reporting to: Not specified
Benefits & Compensation
- Eligible for company equity, fostering ownership and connection to Appfire’s growth.
- 25 paid days annually (regardless of tenure)
- After 5 years: 30 days per year
- Access to Appfire University — a custom, on-demand learning platform to support continuous development.
- Fully covered private health insurance provided by Appfire Bulgaria (UNIQA).
- Fully covered access to hundreds of gyms, studios, and swimming pools across Bulgaria (Multisport Card).
- Fully paid Sofia City Transport Card for employees based in Sofia.
- Regular team-building events
- Birthday cake and anniversary gift for employees
- €102.26 monthly prepaid lunch card (Pluxee)
- Funds accumulate and roll over until card expiration
- One-time net bonus of €511 upon the birth of a child.
- Fully paid days to support local communities through our CSR program (3 Paid Volunteer Days).
- Work fully remote within Bulgaria, with optional access to the Sofia office.
Work Mode
- Fully remote within Bulgaria
- Flexible work hours
- No complicated PTO approvals
- Work from home, office, or while traveling
- Optional office access in Sofia
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.
