Senior Customer Success Manager

At 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: Appfire Flow, JXL, Comala Document Management, 7Pace Time Tracker, Jira Misc Workflow Extensions, and BigPicture.

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 .

) to drive data-backed decision-making and forecasting . Continuously optimize customer engagement strategies to maximize impact and record progress in Playbooks and written processes.