Customer Success Manager

Summary

Join Appfire's Flow team as an At-Scale Customer Success Manager and help 130+ customers thrive. You will manage a portfolio of customers, focusing on operational efficiency, customer outcomes, and long-term retention. This role requires a process-oriented, data-driven approach, and a passion for scalable customer success. You'll design and optimize customer engagement workflows, monitor customer health, and collaborate with cross-functional teams. Appfire offers flexible work arrangements, comprehensive benefits, and opportunities for professional growth. Choose how you want to work and choose Appfire.

Requirements

• Proven experience managing scaled customer portfolios in SaaS, from small to midsize portfolio or other customer process-oriented roles
• Fluent in English (bonus points for additional languages!)
• Bachelor's degree or equivalent professional experience
• 2-4+ years in Customer Success, Program Management, Process Improvement, or related roles in SaaS
• Strong ability to build and improve systems and processes that enhance efficiency and customer experience
• Competent in driving revenue and delivering towards retention and upsell goals
• Exceptional organizational skills — you’re known for staying on top of details and bringing clarity to chaos
• Adept at identifying inefficiencies and implementing solutions that scale
• Creative thinking with a strong sense of ownership and independence

Responsibilities

• Manage a portfolio of ~130 Flow customers while you build out a scaled customer success model in a hybrid approach catering to customer needs and segmentation
• Design, optimize, and continuously improve customer engagement workflows and processes to drive adoption, value, and retention
• Host webinars and sessions and group QBRs tailored to customer segments
• Monitor customer health, identify risks or growth signals, and create proactive strategies to address them using automation and data insights
• Organize and deliver one to few engagement moments — onboarding sessions, product updates, and office hours — with clear outcomes
• Build scalable documentation and playbooks that enhance consistency and operational efficiency
• Collaborate across CS, Product, and Marketing teams to close feedback loops and advocate for customer needs
• Track key metrics, analyze trends, and use findings to inform both daily priorities and long-term improvements

Preferred Qualifications

• Familiarity with developer tools, engineering workflows, or productivity platforms is a strong plus
• Experience supporting technical products or working closely with product/engineering teams
• Familiarity with Salesforce and marketing automation tools (e.g., HubSpot, Marketo) a plus
• Comfortable with remote collaboration and operating in fast-paced, dynamic environments
• 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

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