Senior Customer Success Manager

Job not on LinkedIn

🔥 3 minutes ago

🇵🇱 Poland – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Appfire

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2005

💼 Consulting

📣 Marketing

☁️ SaaS

💰 $100M Private Equity Round on 2021-03

Consulting • Marketing • SaaS

Appfire is a company that specializes in providing a wide range of solutions and tools for improving productivity and workflow management, particularly within the Atlassian ecosystem. They offer products and services focused on IT service management, workflow and automation, and agile work management, tailored to enhance the capabilities of agile teams. Appfire provides cloud-ready applications and integrations with platforms like Jira, Confluence, Microsoft, and Salesforce, aiming to optimize processes and improve collaboration within organizations. With over 20,000 customers, including many Fortune 500 companies, Appfire is dedicated to helping teams enhance productivity and governance across various platforms.

📋 Description

• 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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