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: As a Sr. Customer Success Manager at Appfire, you will own and strategically grow our high-value, enterprise customer relationships. Your mission is to drive long term customer value through expansion, retention, and migration support ensuring customers maximize their investment in Appfire’s solutions. In this role, you will act as a trusted advisor, revenue driver, and advocate, leveraging deep account mapping, cross-sell/upsell strategies, and strong customer relationships to accelerate ARR growth. This is a high-impact individual contributor role that requires a strategic mindset, strong commercial acumen, and the ability to collaborate cross-functionally to drive measurable business outcomes. As we continue to build strong, sustainable relationships with our enterprise customers, the Customer Success Manager will be responsible for growing and managing a strategic book of business. With a focus on driving long-term value for both our customers and Appfire, you will leverage your expertise in account mapping, cross-sell/upsell strategies, and customer advocacy to accelerate ARR growth. This role is key to ensuring that large enterprise accounts not only experience exceptional outcomes with our products but also recognize the full potential of the Appfire ecosystem to solve their evolving needs. What you’ll do: Enterprise Account Growth & Expansion 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. Customer Advocacy & Success Execution 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. Cross-Functional Collaboration & GTM Alignment 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. Data-Driven Execution & Operational Excellence 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. Skills and experience you'll need to succeed: 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. 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 . Benefits: 💼 Equity Units Plan Eligible for company equity, fostering ownership and connection to Appfire’s growth. 🏖️ Paid Time Off (PTO) 25 paid days annually (regardless of tenure) 🎉 After 5 years: 30 days per year 📚 Training & Personal Development Access to Appfire University — a custom, on-demand learning platform to support continuous development. 🩺 Private Health Insurance (UNIQA) Fully covered private health insurance provided by Appfire Bulgaria. 🏃 Multisport Card Fully covered access to hundreds of gyms, studios, and swimming pools across Bulgaria. 🚍 Sofia Transport Card Fully paid Sofia City Transport Card for employees based in Sofia. 🎉 Team Building & Celebrations Regular team-building events 🎂 Birthday cake and anniversary gift for employees 🍽️ Food Vouchers (Pluxee) €102.26 monthly prepaid lunch card ➕ Funds accumulate and roll over until card expiration 👶 Baby Bonus One-time net bonus of €511 upon the birth of a child. 🤝 3 Paid Volunteer Days (Appfire Town) Fully paid days to support local communities through our CSR program. 🏢 Remote-First with Optional Office Access (Sofia) Work fully remote within Bulgaria, with optional access to the Sofia office. #LI-Remote About Appfire A people-first approach to business Since its inception, Appfire has been a remote-first company. With 850+ employees (who we call fireflies) across 28 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally. Making an impact At Appfire, CSR means embedding purpose, responsibility, and impact into everything we do. We use our people, products, and partnerships to make a meaningful difference in the world, we act responsibly as a business, and we empower communities while strengthening our skills and culture and fostering belonging across Appfire. In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy. Appfire has since grown our Pledge 1% program to include all four pledge types — product, profit, equity, and employee time. We were among the first to do this, and we’re proud that Pledge 1% is part of our evolution. Our business Appfire mission to equip and connect every team so they can plan and deliver their best work. We are committed to building a durable, multi-generational business, and to evolving, innovating, and scaling in a way that ensures stability and opportunity for years to come What’s our secret sauce? 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. We enhance. 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. We build bridges and invest in our partners. Appfire's success is underscored by its channel program as its primary path to market. Today, Appfire has a dedicated Channel team supporting 800+ channel partners. 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. Our award-winning Appfire Trust Center , offers 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. Market recognition Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence and has been included among the Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments, which would not be possible without our team members, partners, and customers: https://appfire.com/awards . Equal Employer Opportunity (EEO) 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.