Customer Success Manager

Appfire is a remote-first company that empowers teams to collaborate seamlessly through innovative software solutions. As a Customer Success Manager, you will strategically grow and manage high-value enterprise customer relationships, ensuring they maximize their investment in Appfire's offerings while driving long-term customer value through expansion and retention. This role requires a strategic mindset and collaboration with various teams to achieve measurable business outcomes.

Responsibilities:

• Own and manage a portfolio of ~70 high-value enterprise accounts, identifying and executing opportunities to increase ARR and drive strategic expansion
• Develop and execute account plans, leveraging deep account mapping to align customer needs with Appfire's product ecosystem
• Lead value-driven migration and expansion conversations, proactively identifying cross-sell and upsell opportunities across Appfire's suite of solutions
• Engage at executive and stakeholder levels, influencing decision-makers and securing long-term commitments to Appfire's offerings
• 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
• Track, measure, and report NRR, ARR, growth, and customer adoption trends
• Use analytics and CRM tools (Salesforce, Sigma, etc.) to drive data-backed decision-making and forecasting
• Continuously optimize customer engagement strategies to maximize impact and record progress in Playbooks and written processes

Requirements:

• 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 (NRR, CLTV, churn mitigation) and how to influence them
• Proven ability to drive 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