Senior Customer Success Manager

Appfire is a remote-first company that empowers teams to collaborate effectively. They are seeking a Senior Customer Success Manager to manage enterprise and mid-market customer portfolios, focusing on retention, expansion, and delivering customer value at scale.

Responsibilities:

• Own and manage a portfolio of enterprise and mid-market customers balancing high-touch and scaled engagement models
• Lead strategic discovery to uncover business objectives and define measurable success outcomes tied to ROI
• Build and execute success plans aligned to customer goals, ensuring ongoing value realization
• Establish and grow relationships with executive stakeholders, including CTOs, CIOs, and VP Engineering leaders
• Own the full renewal lifecycle, including forecasting, risk management, and negotiation
• Identify and execute expansion opportunities through data insights, usage trends, and business alignment
• Drive net revenue retention by proactively managing churn risk and positioning growth opportunities
• Conduct value-based conversations that align Appfire solutions to evolving customer needs
• Act as a trusted advisor, guiding customers through adoption, optimization, and long-term success
• Lead executive business reviews (QBRs), success planning sessions, and ongoing strategic engagements
• Monitor customer health and product usage, proactively identifying risks and driving mitigation strategies
• Partner with customers during key milestones and transitions to ensure seamless experiences
• Build and optimize customer success processes, including playbooks, segmentation models, and lifecycle workflows
• Leverage automation and tools to increase efficiency while maintaining high-quality customer experiences
• Continuously improve operational processes to enhance scalability and impact
• Collaborate with Sales, Product, Support, and Marketing to deliver exceptional customer experiences
• Leverage Appfire’s partner ecosystem, working with channel partners to drive joint success and extend customer reach
• Advocate for customer needs by sharing insights and influencing product and business decisions
• Partner with internal teams to resolve escalations and ensure customer satisfaction
• Contribute to team knowledge sharing and best practice development
• Track and analyze key metrics, including customer health, product adoption, retention, and growth
• Use CRM and customer success tools (e.g., Salesforce, Gainsight) to inform strategy and forecasting
• Identify trends and insights to guide prioritization and continuous improvement
• Translate data into actionable recommendations that drive customer and business outcomes

Requirements:

• 5–8+ years of experience in Customer Success, Account Management, Consulting, or related SaaS roles SaaS, bonus exposure to channel sales
• Proven experience managing enterprise or strategic accounts, including ownership of renewals and expansion
• Strong track record of driving retention, upsell, and revenue growth within a defined book of business
• Experience working with technical products and engaging engineering stakeholders, with understanding of SDLC and development workflows
• Demonstrated success in value-based customer success, including discovery, ROI articulation, and success planning
• Ability to build and scale processes and programs that improve efficiency and customer outcomes
• Strong organizational and time management skills in fast-paced, complex environments
• Excellent communication skills and executive presence, with the ability to influence stakeholders at all levels
• Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight) and data-driven decision making
• Proactive, resourceful mindset with strong ownership and accountability
• Experience working with large enterprise customers in the Atlassian ecosystem or similar environments