Customer Success Manager

Summary

Join Appfire, a remote-first company, as a Customer-Obsessed Manager of Customer Success! Lead a high-performing team focused on strategic enterprise accounts. This hands-on role involves coaching your team, creating scalable playbooks, and collaborating cross-functionally to ensure customer value and growth. You will drive customer and revenue outcomes, manage escalations, and build strong executive relationships. The ideal candidate has extensive experience in channel management within the Atlassian ecosystem, proven success in building and scaling Customer Success organizations, and a data-driven approach. Appfire offers flexible work arrangements, comprehensive benefits, and opportunities for professional growth.

Requirements

• You have extensive experience working with/through Channel: Experience working within the Atlassian ecosystem (or similar), especially with and through a partner/channel ecosystem, is a major plus
• You love customers. You build relationships quickly and know how to navigate complex orgs with empathy, insight, and confidence
• You have been a CSM manager: Proven experience building and scaling a Customer Success organization from the ground up in a high-growth SaaS environment
• You love to build processes and playbooks: 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 is your friend: Data-driven mindset, with a strong ability to leverage analytics to inform decisions and optimize processes
• Working with others IS the way you work: Extensive experience partnering cross-functionally to align with Channel, Product, and Marketing teams on company initiatives and to drive a cohesive customer strategy
• You love mentoring: Experience managing and mentoring a Customer Success team, including a global enterprise-level customer base
• You understand software companies: Familiarity with technical migrations (Cloud and version migrations)
• You agree that culture eats strategy: A natural coach who enjoys developing others and building team culture

Responsibilities

• Lead & Coach: Manage, mentor, and grow a team of CSMs who support our most strategic customers and work with our Channel teams. You’ll be in the trenches with them, leading by example
• Drive Customer & Revenue Outcomes: Ensure CSMs are executing success strategies, co-creating plans with customers and channel partners, and driving measurable results in app adoption, retention, and expansion
• Customer Engagement: Support escalations, remove blockers, and maintain strong executive relationships to ensure customer satisfaction and success; ensuring our solutions meet their complex needs and deliver tangible value
• Build & Scale: Implement and improve scalable CS processes, tooling, and playbooks for delivering a consistent and high-impact customer experience
• Cross-Functional Collaboration: Work closely with Channel, Product, and Marketing teams to bring a unified approach to customer success and expansion
• Data-Driven Thinking: Monitor team KPIs and customer health metrics (NRR, adoption, risk signals) to inform team actions and strategies
• Continuous Improvement: Foster a culture of continuous improvement, ensuring that the Customer Success team stays ahead of industry best practices and evolving customer expectations
• Team Operations: Help forecast team capacity, track performance, and contribute to team hiring and onboarding as we scale

Preferred Qualifications

• You are dedicated to elevating client and co-worker experiences, knowing that exceptional work centers on serving others
• You adapt swiftly to new business demands, understanding that change fuels collective and individual growth
• You excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite and through occasional in-person events
• You have exceptional coaching, mentoring, and people development skills

Benefits

• Every Appfire employee is eligible for company equity
• 401(k) Matching Component
• Access to the Appfire University learning platform – a hub of knowledge, interactive resources, and engaging instructor-led courses designed to fuel your learning journey with unparalleled depth and accessibility
• Access to O’Reilly learning platform for technical skills training
• 10 paid holidays + Flexible PTO – no set number of days that you must take in a year
• 100% company-paid health insurance
• 50/50 split dental and vision insurance
• 24 hours of paid time off to participate in Appfire Town, Appfire’s Corporate Social Responsibility (CSR) Program
• Flexible Spending Accounts
• Mobile phone and Internet stipend