Senior Customer Success Manager

About the role:

As a Sr. Customer Success Manager at Appfire, you will own and strategically grow our high-value, enterprise customer relationships. Your mission is to drive long term customer value through expansion, retention, and migration support ensuring customers maximize their investment in Appfire’s solutions. In this role, you will act as a trusted advisor, revenue driver, and advocate, leveraging deep account mapping, cross-sell/upsell strategies, and strong customer relationships to accelerate ARR growth. This is a high-impact individual contributor role that requires a strategic mindset, strong commercial acumen, and the ability to collaborate cross-functionally to drive measurable business outcomes.

As we continue to build strong, sustainable relationships with our enterprise customers, the Customer Success Manager will be responsible for growing and managing a strategic book of business. With a focus on driving long-term value for both our customers and Appfire, you will leverage your expertise in account mapping, cross-sell/upsell strategies, and customer advocacy to accelerate ARR growth. This role is key to ensuring that large enterprise accounts not only experience exceptional outcomes with our products but also recognize the full potential of the Appfire ecosystem to solve their evolving needs.

What you’ll do:

Enterprise Account Growth & Expansion

• 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.

Customer Advocacy & Success Execution

• 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.

Cross-Functional Collaboration & GTM Alignment

• 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.

Data-Driven Execution & Operational Excellence

• 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.

Skills and experience you'll need to succeed:

• 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.

• Business fluency in at least one of the following is preferred: German, Spanish, French or Polish.

Benefits:

📄 Indefinite Employment Contract
Permanent contract from day one — no trial period, supporting long-term stability and trust.

💼 Equity Units Plan
Eligible for company equity, allowing you to share in Appfire’s success and growth.

🏖️ Paid Time Off & Well-being
26 paid vacation days annually (regardless of tenure)
🧘 12 Wellness Days (1 per month, ad-hoc, non-transferable)
🤝 24 hours of paid volunteer time annually

📚 Training & Personal Development
Access to Appfire University — an on-demand learning platform with courses, resources, and guided learning paths.

🩺 Private Healthcare & Life Insurance
Fully covered Luxmed private healthcare
➕ Option to extend coverage for partner or upgrades
🛡️ Life insurance fully paid by Appfire (UNUM)

🎟️ MyBenefit Platform
150 PLN/month to use on Multisport card or experiences (shopping, dining, entertainment).

🏠 Home Office Allowance
200 PLN net/month added to salary to support electricity and internet costs.

🍽️ Lunch Card (Pluxee)
300 PLN/month for groceries or dining via virtual prepaid card (Google Pay / Apple Wallet).

🎁 Social Fund Benefits
Access to additional financial support, including:
• Holiday gifts
• Annual vacation subsidies
• One-time assistance in challenging life situations
(based on household income thresholds)

🤝 3 Paid Volunteer Days (Appfire Town)
Fully paid days to support local communities through our CSR program.

🏢 Remote-First with Optional Office Access (Warsaw & Gdańsk)
Work fully remote within Poland, with optional access to offices in Warsaw and Gdańsk.

 

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