Senior Customer Success Manager
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Job Description
Senior Customer Success Manager growing enterprise SaaS accounts for Appfire. Driving retention, expansion, migrations, and ARR growth through strategic customer partnerships.
Responsibilities:
- Own and strategically grow high-value enterprise customer relationships
- Manage a portfolio of up to 70 strategic accounts
- Identify and execute ARR retention and strategic expansion opportunities
- Develop and execute account plans, QBRs, and EBRs using account mapping
- Lead retention and migration deal cycles, including multi-year contract options
- Engage executives and stakeholders to secure long-term commitments
- Partner with the Atlassian field team and channel solution partners on account strategies and co-expansion
- Act as a strategic customer advisor and drive customer business outcomes
- Drive retention, mitigate churn risks, and guide Data Center to Cloud migrations
- Own escalation management with leadership, support, product, and engineering teams
- Model elite Customer Success practices and enable team learning
- Leverage the partner ecosystem and share customer insights to influence strategic priorities
- Deliver weekly renewal forecasts and maintain accurate CRM pipeline data
- Track customer adoption trends and use Salesforce, Sigma, and analytics for data-backed decisions
- Optimize engagement strategies and document 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 and strategic growth planning for Fortune 500 and enterprise customers
- Strong understanding of SaaS metrics (GRR, NRR, churn mitigation)
- Proven ability to drive retention, 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 ability to leverage partners to support customer success and expand product offerings
- Experience forecasting revenue, tracking key performance metrics, and aligning customer success strategies to revenue growth targets
- Proficiency in CRM tools, especially Salesforce, and data analytics for strategy and decision-making
- Ability to manage multiple initiatives and collaborate with internal and external teams
- Business fluency in at least one of: German, Spanish, French, or Polish
Benefits:
- Contract of Employment (indefinite)
- Company equity
- 26 paid vacation days annually
- Wellness Days (1 day per month, non-transferable)
- 24 hours of paid volunteer time
- Fully covered Luxmed private healthcare plan
- Optional extended healthcare coverage for partner and additional upgrades
- Life insurance provided by UNUM and fully paid by Appfire
- MyBenefit Platform - 150 PLN per month for a Multisport card or shopping, restaurants, and entertainment
- Home Office Allowance - 200 PLN net per month added to salary for electricity and internet costs while working remotely
- Lunch Card - 300 PLN monthly for groceries or dining out via a virtual pre-paid Pluxee card
- Remote work
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