Remote Director of Customer Success

At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we’ve learned that one size does not fit all. That’s why at Appfire, you choose.

Choose to work where you thrive: Whether from home, in one of our offices, or while exploring the world, you decide where you’re most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remote-first company, we’ve got you covered.

Choose to balance your life without compromise: Plan your workday around your needs and what matters most to you. Enjoy flexible time off without the hassle of complicated approvals. From day one, we trust you to deliver quality work without sacrificing your personal life, hobbies, loved ones, and well-being.

Choose to grow on your terms: Take charge of your professional growth with access to online learning platforms, facilitated training, leadership programs, and internal hackathons. Collaborate with a global team to gain fresh perspectives. When you’re ready for a new challenge, our internal mobility program is here to support your journey.

No one knows you better than you do. So join us and customize your experience. Choose how you want to work. Choose Appfire.

About the role

Appfire is looking for a Director of Customer Success which is a key leadership role responsible for developing and executing the strategy to ensure our enterprise customers realize maximum value from our solutions. This is a pivotal position on a growing team, tasked with creating a world-class Customer Success organization that drives retention, growth, and customer satisfaction. The ideal candidate will have experience building and scaling a Customer Success team from the ground up, and a proven ability to create and implement a scalable playbook for enterprise customers.

Your everyday tasks will include:

• Leadership & Strategy: Lead, mentor, and scale a high-performing Customer Success team focused on delivering exceptional service and business outcomes for enterprise clients.
• Customer Retention & Growth: Develop and execute strategies to increase customer retention, minimize churn, and expand account growth.
• Build & Scale: Design and implement the Customer Success function, including processes, systems, and metrics that can be replicated and scaled as the company grows.
• Customer Advocacy: Serve as the voice of the customer within the organization, driving initiatives that improve customer satisfaction and foster long-term relationships.
• Cross-Functional Collaboration: Partner with Channel, Product, and Marketing teams to ensure alignment on customer needs and priorities.
• Data-Driven Approach: Utilize data to create actionable insights and continually optimize customer engagement and success strategies.
• Enterprise Focus: Act as a trusted advisor to Fortune 500 customers, ensuring our solutions meet their complex needs and deliver tangible value.
• Continuous Improvement: Foster a culture of continuous improvement, ensuring that the Customer Success team stays ahead of industry best practices and evolving customer expectations.

Skills and experience you’ll need to succeed:

• Proven experience building and scaling a Customer Success organization from the ground up in a high-growth SaaS environment.
• Demonstrated ability to develop and execute a Customer Success playbook that drives business outcomes, including retention, expansion, and customer satisfaction.
• Experience managing and mentoring a large Customer Success team, including enterprise-level client engagements.
• Strong understanding of SaaS metrics, including Net Revenue Retention (NRR) and Customer Lifetime Value (CLTV), and how to influence them.
• Track record of working with a global, enterprise customer base, particularly within the Fortune 500.
• Ability to work cross-functionally and align with Channel, Product, and Marketing teams to ensure cohesive customer strategies.
• Experience using Salesforce CRM is a big plus.
• Data-driven mindset, with a strong ability to leverage analytics to inform decisions and optimize processes.
• Bachelor’s degree required; MBA or other advanced degree preferred.

Beyond the resume skills that match our culture and this role:

• You are dedicated to elevating client and co-worker experiences, knowing that exceptional work centers on serving others.
• Excellent communication, presentation, and interpersonal skills, with the ability to influence both internal stakeholders and executive-level clients.
• You adapt swiftly to new business demands, understanding that change fuels collective and individual growth.
• You have exceptional coaching, mentoring, and people development skills.

We offer:

Financial benefits

• Every Appfire employee is eligible for company equity.
• 401(k) Matching Component.

Skills development benefits

• 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.

PTO, health & well-being

• 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.

Volunteering

• 24 hours of paid time off to participate in Appfire Town, Appfire’s Corporate Social Responsibility (CSR) Program.

Other

• Flexible Spending Accounts.
• Mobile phone and Internet stipend.

#LI-Remote

About Appfire

A people-first approach to business

Since its inception, Appfire has been a remote-first company. With 800+ employees (who we call fireflies) across 27 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally.

Watch Appfire’s Co-founder and CEO Randall Ward talk about his people-first leadership philosophy: https://youtu.be/GXuChQzzowI

Making an impact

At Appfire, corporate social responsibility is driven by team members, family, friends, customers, and partners through Appfire Town. This program brings people together to generate a strong social impact in our local and global communities.

Our CEO believes being philanthropic is integral to operating our business and is not merely the result of our success. In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy. Appfire has since grown our Pledge 1% program to include all four pledge types — product, profit, equity, and employee time. We were among the first to do this, and we’re proud that Pledge 1% is part of our evolution.

Our business

Appfire has been profitable since its inception, with best-in-class free cash flow margins relative to the broader SaaS universe. The company’s mission to equip and connect every team so they can plan and deliver their best work has proven successful, producing consistent year-over-year (YoY) growth – with Appfire growing from $10M ARR in 2019 to $200M ARR in 2023.

What’s our secret sauce?

1. We follow teams. We do our research and build software that solves real-life collaboration challenges while being easy to implement and a joy to use. We’re proud to support over 20,000 customers and growing, including 55% of the Fortune 500. From the entertainment delivered by Netflix to the devices crafted by Samsung, and Dell Technologies and the financial transactions handled by Visa, Edward Jones, and US Bank, Appfire’s technology is indispensable. Our products also play a pivotal role in streamlining operations and fostering innovation at companies like Tesla and significant institutions such as NASA, Boeing, and many more.
2. We enhance. We don’t compete. Our software is designed to give developers, knowledge workers, and teams the ability to extend and get greater value from the platforms they’ve invested in and enjoy. So far, our solutions extend and enhance the capabilities offered by Atlassian, Microsoft, monday.com, and Salesforce.
3. We build bridges and invest in our partners. Appfire’s success is underscored by the fact that the company has no direct sales team and instead leverages its channel program as its primary path to market. Today, Appfire has a dedicated Channel team supporting 700+ channel partners.
4. We make security and privacy a priority, but we also keep it simple for our customers. We’ve achieved International Organization for Standardization (ISO) 27001 and ISO 27017 and System and Organization Controls (SOC) SOC 2, Type I and SOC 2, Type II certifications. In 2022, we launched our award-winning Appfire Trust Center, offering our customers, partners, and prospects the latest security, privacy, and compliance information, including pre-completed questionnaires (CAIQ, SIG, and VSA) with an accelerated NDA process and just one EULA to cover it all.

Market recognition

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.

Read about Appfire’s continuous growth and mission to equip and connect every team so they can plan and deliver their best work: https://appfire.com/newsroom/Appfire-Exceeds-200M-in-ARR-Signaling-Growing-Demand