Appfire is seeking a customer-obsessed Manager of Customer Success for Poland to lead a team of high-performing CSMs focused on strategic enterprise accounts. This hands-on leadership role is for someone who loves engaging with customers, thrives in a partner-led ecosystem, and is energized by building processes from the ground up.
What You'll Do
- Work alongside the US leadership team to build an EMEA team and implement and improve scalable Customer Success processes, tooling, and playbooks.
- Independently manage, mentor, and grow a team of CSMs who support our most strategic customers and work with our Channel teams.
- Ensure CSMs are executing success strategies, co-creating plans with customers and channel partners, and driving measurable results in app adoption, retention, and expansion.
- Support escalations, remove blockers, and maintain strong executive relationships to ensure customer satisfaction and success.
- 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 that the Customer Success team stays ahead of industry best practices.
- Help forecast team capacity, track performance, and contribute to team hiring and onboarding as we scale.
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).
- A natural coach who enjoys developing others and building team culture.
Nice to Have
- Experience working within the Atlassian ecosystem (or similar), especially with and through a partner/channel ecosystem.
Team & Environment
You will lead a team of CSMs focused on strategic enterprise accounts, reporting into the US leadership team.
Benefits & Compensation
- Indefinite Employment Contract from day one.
- Eligible for company equity units plan.
- 26 paid vacation days annually.
- 12 Wellness Days (1 per month, ad-hoc, non-transferable).
- 24 hours of paid volunteer time annually.
- Access to Appfire University learning platform.
- Fully covered Luxmed private healthcare.
- Life insurance fully paid by Appfire (UNUM).
- MyBenefit Platform: 150 PLN/month for Multisport card or experiences.
- Home Office Allowance: 200 PLN net/month.
- Lunch Card (Pluxee): 300 PLN/month for groceries or dining.
- Social Fund Benefits for holiday gifts, vacation subsidies, and assistance.
- 3 Paid Volunteer Days (Appfire Town).
Work Mode
At Appfire, we believe that great work happens when people get to choose how they work. This role is based in Poland, and you can choose to work where you thrive: whether from home, in one of our offices, or while exploring the world.
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.
