Senior Customer Success Manager
AppfireAt Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. We’re a team of 800+ employees, working remotely across 28 countries. Our flagship products include: JXL, Comala Document Management, 7Pace Time Tracker, Jira Misc Workflow Extensions, and BigPicture.
Here you can read some of our customer stories: https://appfire.com/resources/resource-library/customer-stories
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 up to 70 high-value strategic accounts, identifying and executing opportunities to retain ARR and drive strategic expansion.
- Develop and execute account plans,QBRs, EBRs, leveraging deep account mapping to align customer needs with Appfire’s product ecosystem.
- Lead retention and migration deal cycles, utilizing flexible contract structures - including multi-year options - to capture cross-sell and upsell potential across Appfire’s products.
- Engage at executive and stakeholder levels, influencing decision-makers and securing long-term commitments to Appfire’s offerings.
- Partner closely with the Atlassian field team and channel solution partners to coordinate account strategies, de-risk complex renewals, and identify co-expansion opportunities.
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
- Deliver precise weekly renewal forecasting, ensuring consistent reporting accuracy, proactive risk identification, and c