Customer Success Manager

Summary

Join AppFollow, a global leader in app management solutions, as an experienced Customer Success Manager. You will manage a portfolio of Enterprise customers in the US and Latam, focusing on retention and growth. This role demands a proactive approach, strong relationship-building skills, and the ability to guide customers to success using AppFollow. You will collaborate with various teams, analyze key metrics, and share best practices. The position requires 3+ years of experience in a similar role managing Enterprise customers and fluency in English. AppFollow offers a remote-first work environment with competitive benefits.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a similar role, managing Enterprise customers
• Fluent English (spoken and written) is required
• Ability to work effectively in a US time zone
• Strong communication and problem-solving skills, with a customer-first mindset

Responsibilities

• Own and manage a portfolio of Enterprise customers, ensuring high retention and growth
• Develop a deep understanding of customers’ business needs, goals, and KPIs to drive measurable value
• Lead onboarding sessions and become a trusted advisor for long-term success
• Analyze key Customer Success metrics, NPS surveys, and account health to anticipate risks and opportunities
• Collaborate cross-functionally to secure renewals and drive expansion
• Work closely with the Product and Engineering teams to ensure AppFollow is effectively configured for customers
• Share best practices and insights to help customers maximize value from AppFollow
• Highlight customer successes by collaborating with the Marketing team on case studies

Preferred Qualifications

• Experience in SaaS or a tech-driven environment is preferred
• Proactive, self-motivated, and comfortable working remotely
• A solid understanding of the digital landscape and mobile industry is a plus
• Portuguese and Spanish are a plus

Benefits

• Options: Stock options paid according to the employee stock option plan. Vesting period: 4 years with 1 year cliff
• Vacation: 25 working days of paid holiday annually
• Health Insurance: Worldwide coverage after the probation period
• Sick Leave: Up to 30 days per year, fully paid
• Work Schedule: Monday through Friday, 8 working hours per day, plus a 1-hour lunch break. Regular working hours aligned with European time zones. Fully remote
• One-time payment of €250 after probation for home office equipment (desks, chairs, monitors, etc.)
• Monthly remote work bonus of €50