Senior Customer Success Manager

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.

• Own and manage a portfolio of up to 70 high-value strategic accounts, identifying and executing opportunities to retain ARR and drive strategic expansion.
• Develop and execute account plans,QBRs, EBRs, leveraging deep account mapping to align customer needs with Appfire’s product ecosystem.
• Lead retention and migration deal cycles, utilizing flexible contract structures - including multi-year options - to capture cross-sell and upsell potential across Appfire’s products.
• Engage at executive and stakeholder levels, influencing decision-makers and securing long-term commitments to Appfire’s offerings.
• Partner closely with the Atlassian field team and channel solution partners to coordinate account strategies, de-risk complex renewals, and identify co-expansion opportunities.
  
  

• 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.
  
  

• 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.
  
  

• Deliver precise weekly renewal forecasting, ensuring consistent reporting accuracy, proactive risk identification, and clean CRM pipeline data.
• Track customer adoption trends.
• Use analytics and CRM tools (Salesforce, Sigma, etc.) to drive data-backed decision-making.
• Continuously optimize customer engagement strategies to maximize impact and record progress in Playbooks and written processes.
  
  

• 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 (GRR, NRR, churn mitigation) and how to influence them.
• Proven ability to drive retention, 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: German, Spanish, French or Polish.

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.

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.