Senior Customer Success Manager

Appfire

4d•Remote

About The Position

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.

Requirements

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

Nice To Haves

Experience working with large enterprise customers in the Atlassian ecosystem or similar environments

Responsibilities

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
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
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
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
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
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