Appfire is hiring a Manager, Customer Success - Bulgaria

Appfire is seeking a Manager of Customer Success to lead a team of Customer Success Managers (CSMs) focused on strategic enterprise accounts in the EMEA region. This hands-on leadership role involves building scalable customer success processes, coaching a high-performing team, driving retention and expansion, and collaborating cross-functionally to deliver value through a partner-led ecosystem.

What You'll Do

• Work alongside the US leadership team to build an EMEA team and implement and improve scalable CS processes, tooling, and playbooks for delivering results and a consistent and high-impact customer experience.
• Independently manage, mentor, and grow a team of CSMs who support strategic customers and work with Channel teams.
• Lead by example and do the customer work alongside the team.
• Ensure CSMs are executing success strategies, co-creating plans with customers and channel partners, and driving measurable results in app adoption, retention, and expansion.
• Own a small book of business.
• Support escalations, remove blockers, and maintain strong executive relationships to ensure customer satisfaction and success.
• Ensure solutions meet complex customer needs and deliver tangible value.
• Work closely with Channel, Product, and Marketing teams to bring a unified approach to customer success and expansion.
• Monitor team OKRs and KPIs, customer health metrics (NRR, adoption, risk signals) to inform team actions and strategies.
• Foster a culture of continuous improvement, ensuring the Customer Success team stays ahead of industry best practices and evolving customer expectations.
• Help forecast team capacity, track performance, and contribute to team hiring and onboarding as the team scales.

What We're Looking For

• Proven experience building and scaling a Customer Success organization from the ground up in a high-growth SaaS environment and revenue management.
• Demonstrated ability to develop and execute a Customer Success playbook that drives business outcomes, including retention, expansion, and customer satisfaction while working with channel partners.
• Data-driven mindset, with a strong ability to leverage analytics to inform decisions and optimize processes.
• Extensive experience partnering cross-functionally to align with Channel, Product, and Marketing teams on company initiatives and to drive a cohesive customer strategy.
• Experience managing and mentoring a Customer Success team, including a global enterprise-level customer base.
• Familiarity with technical migrations (Cloud and version migrations).
• Natural coach who enjoys developing others and building team culture.
• Dedicated to elevating client and co-worker experiences, knowing that exceptional work centers on serving others.
• Adapt swiftly to new business demands, understanding that change fuels collective and individual growth.
• Excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite and through occasional in-person events.
• Exceptional coaching, mentoring, and people development skills.

Nice to Have

• Extensive experience working with/through Channel.
• Experience working within the Atlassian ecosystem (or similar), especially with and through a partner/channel ecosystem.

Technical Stack

• Slack
• Zoom
• G Suite

Team & Environment

• Part of global Customer Success organization, leading EMEA team; works with US leadership and Channel teams
• Team of CSMs (exact size 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, with optional access to the Sofia office; flexible time off; plan your workday around your needs

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. This commitment extends to all employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and termination.