Appfire is hiring a 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. Choose to grow on your terms: Take charge of your professional growth with access to online learning platforms, facilitated training, leadership programs, and internal hackathons. Collaborate with a global team to gain fresh perspectives. When you're ready for a new challenge, our internal mobility program is here to support your journey. No one knows you better than you do. So join us and customize your experience. Choose how you want to work. Choose Appfire. About the role: Are you a customer success manager who’s energized by working with engineering organizations, driving measurable outcomes, and balancing strategic relationships with scalable impact? Appfire is looking for a Senior Customer Success Manager (CSM) to join our team — someone who is commercially minded, data-driven, and passionate about delivering customer value at scale. You’ll manage a portfolio of enterprise and mid-market customers in a hybrid model, blending high-touch engagement with scalable programs. You’ll focus on retention, expansion, and long-term customer success, while helping evolve how we deliver value across segments. If you thrive in fast-paced environments, enjoy solving complex customer challenges, and know how to turn insights into action then this is your role. Customer Success Strategy & Account Ownership - Own and manage a portfolio of enterprise and mid-market customers balancing high-touch and scaled engagement models - Lead strategic discovery to uncover business objectives and define measurable success outcomes tied to ROI - Build and execute success plans aligned to customer goals, ensuring ongoing value realization - Establish and grow relationships with executive stakeholders, including CTOs, CIOs, and VP Engineering leaders Retention, Growth & Commercial Ownership - Own the full renewal lifecycle, including forecasting, risk management, and negotiation - Identify and execute expansion opportunities through data insights, usage trends, and business alignment - Drive net revenue retention by proactively managing churn risk and positioning growth opportunities - Conduct value-based conversations that align Appfire solutions to evolving customer needs Customer Advocacy & Engagement - Act as a trusted advisor, guiding customers through adoption, optimization, and long-term success - Lead executive business reviews (QBRs), success planning sessions, and ongoing strategic engagements - Monitor customer health and product usage, proactively identifying risks and driving mitigation strategies - Partner with customers during key milestones and transitions to ensure seamless experiences Scaled Programs & Operational Excellence - Build and optimize customer success processes, including playbooks, segmentation models, and lifecycle workflows - Leverage automation and tools to increase efficiency while maintaining high-quality customer experiences - Continuously improve operational processes to enhance scalability and impact Cross-Functional Collaboration & Customer Advocacy - Collaborate with Sales, Product, Support, and Marketing to deliver exceptional customer experiences - Leverage Appfire’s partner ecosystem, working with channel partners to drive joint success and extend customer reach - Advocate for customer needs by sharing insights and influencing product and business decisions - Partner with internal teams to resolve escalations and ensure customer satisfaction - Contribute to team knowledge sharing and best practice development Data-Driven Execution & Insights - Track and analyze key metrics, including customer health, product adoption, retention, and growth - Use CRM and customer success tools (e.g., Salesforce, Gainsight) to inform strategy and forecasting - Identify trends and insights to guide prioritization and continuous improvement - Translate data into actionable recommendations that drive customer and business outcomes Skills and experience you'll need to succeed: - 5–8+ years of experience in Customer Success, Account Management, Consulting, or related SaaS roles SaaS, bonus exposure to channel sales - Proven experience managing enterprise or strategic accounts, including ownership of renewals and expansion - Strong track record of driving retention, upsell, and revenue growth within a defined book of business - Experience working with technical products and engaging engineering stakeholders, with understanding of SDLC and development workflows - Demonstrated success in value-based customer success, including discovery, ROI articulation, and success planning - Ability to build and scale processes and programs that improve efficiency and customer outcomes - Strong organizational and time management skills in fast-paced, complex environments - Excellent communication skills and executive presence, with the ability to influence stakeholders at all levels - Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight) and data-driven decision making - Proactive, resourceful mindset with strong ownership and accountability - Bonus: Experience working with large enterprise customers in the Atlassian ecosystem or similar environments Why You’ll Love Working Here Equity & Ownership All team members are eligible to participate in our Equity Units Plan, giving you a stake in the company’s success and a meaningful connection to our growth. Retirement Savings We offer a competitive 401(k) plan with company matching to support your long-term financial goals. Learning & Development Grow your skills through Appfire University, our dedicated learning platform featuring interactive resources and instructor-led courses designed to support your professional development. Time Off & Well-being Enjoy unlimited paid time off, plus 10 company holidays each year. We prioritize your health with 100% company-paid medical insurance and 50% coverage for dental. Additional benefits include vision coverage, group term life insurance, voluntary life insurance, critical illness and accident insurance, long-term disability, and access to an Employee Assistance Program. Giving Back Make an impact with 3 fully paid volunteer days annually through Appfire Town, our Corporate Social Responsibility (CSR) program supporting local communities. Additional Perks Take advantage of Flexible Spending Accounts (FSA), a monthly remote-work stipend, and an Amazon account for purchasing home office equipment. Our benefits provider also offers fitness and wellness reimbursements. Flexible Work Environment All roles are fully remote within your country of hire. For those who prefer occasional in-person work, office spaces are available in Boston, Burlington, and New York.