Senior Customer Success Manager
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Job Description
Senior Customer Success Manager growing enterprise SaaS accounts for Appfire, a software company enabling team collaboration. Driving retention, expansion, migrations, and ARR growth.
Responsibilities:
- Own and strategically grow high-value enterprise customer relationships
- Manage a portfolio of up to 70 strategic accounts
- Identify and execute retention and 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 executive stakeholders and secure long-term customer commitments
- Partner with Atlassian field teams and channel solution partners on account strategies
- Act as a strategic customer advisor and drive customer business outcomes
- Mitigate churn risks through proactive engagement and data insights
- Guide customers through Data Center to Cloud migrations
- Own escalation management with leadership, support, product, and engineering teams
- Model Customer Success practices and enable team learning
- Leverage partner ecosystems to drive joint success and customer reach
- Capture 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 customer 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 leveraging 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 using data analytics to inform strategy and decision-making
- Ability to manage multiple initiatives simultaneously and engage effectively with internal and external teams
- Business fluency in at least one of German, Spanish, French, or Polish
- Experience with large enterprise customers in the Atlassian ecosystem or similar environments is a bonus
Benefits:
- Equity - Every Appfire team member is eligible for company equity
- Paid time off - 25 days of annual leave per calendar year
- Reduced summer hours
- Flexible bank holidays, allowing exchange of one public holiday for another
- Training and personal development through Appfire University, an on-demand learning platform
- Full coverage of a private health insurance plan for employees who choose to enroll
- 3 fully paid volunteering days each year through Appfire Town CSR program
- €50 per month to cover work-from-home expenses
- €400 gross per year Sport Allowance for sports or outdoor activities reimbursement
- Fully remote within Spain, with the option to work from the Bilbao office
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