Job Title

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, weve learned that one size does not fit all. Thats why at Appfire, you choose. Choose to work where you thrive: Whether from home, in one of our offices, or while exploring the world, you decide where youre most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remotefirst company, weve got you covered. Choose to balance your life without compromise: Plan your workday around your needs and what matters most to you. Enjoy flexible time off without the hassle of complicated approvals. From day one, we trust you to deliver quality work without sacrificing your personal life, hobbies, loved ones, and wellbeing. Choose to grow on your terms: Take charge of your professional growth with access to online learning platforms, facilitated training, leadership programs, and internal hackathons. Collaborate with a global team to gain fresh perspectives. When youre ready for a new challenge, our internal mobility program is here to support your journey. No one knows you better than you do. So join us and customize your experience. Choose how you want to work. Choose Appfire. About the role: As a Customer Success Manager at Appfire, you will own and strategically grow our highvalue, enterprise customer relationships . Your mission is to drive longterm customer value through expansion, retention, and migration support ensuring customers maximize their investment in Appfires solutions. In this role, you will act as a trusted advisor, revenue driver, and advocate , leveraging deep account mapping, crosssell/upsell strategies, and strong customer relationships to accelerate ARR growth . This is a highimpact individual contributor role that requires a strategic mindset, strong commercial acumen, and the ability to collaborate crossfunctionally to drive measurable business outcomes. As we continue to build strong, sustainable relationships with our enterprise customers, the Sr. Customer Success Manager will be responsible for growing and managing a strategic book of business . With a focus on driving longterm value for both our customers and Appfire, you will leverage your expertise in account mapping, crosssell/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 youll do: Own and manage a portfolio of ~70 highvalue 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 Appfires product ecosystem. Lead valuedriven migration and expansion conversations, proactively identifying crosssell and upsell opportunities across Appfires suite of solutions. Engage at executive and stakeholder levels , influencing decisionmakers and securing longterm commitments to Appfires 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 crossfunctionally. 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. CrossFunctional Collaboration & GTM Alignment Leverage Appfires partner ecosystem, working with channel partners to drive joint success and extend customer reach. Influence Appfires strategic priorities, capturing and sharing customer insights to align Appfires innovation with market needs. DataDriven Execution & Operational Excellence Track, measure, and report NRR, ARR, growth, and customer adoption trends . Use analytics and CRM tools (Salesforce, Sigma, etc.) to drive databacked decisionmaking and forecasting . Continuously optimize customer engagement strategies to maximize impact and record progress in Playbooks and written processes. Skills and experience youll 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 partnerled 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 decisionmaking. 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. Equity Units Plan Eligible for company equity, fostering ownership and connection to Appfires growth. Training & Personal Development Access to Appfire University a custom, ondemand learning platform to support continuous development. Paid Time Off (PTO) 25 days per year + Canadian public holidays Carry over up to 10 unused days After 5 years: 30 days per year Health & Insurance Coverage Comprehensive Empire Health coverage including: Medical, dental, and vision Life insurance Sport Allowance CAD 600 yearly allowance for fitness or outdoor activities (gym memberships, sports equipment, etc.). 3 Paid Volunteer Days (Appfire Town) Fully paid days to support local communities through our CSR program. RemoteFirst with Optional Office Access (Vittoria) Work fully remote within Canada, with optional access to the Vittoria office if preferred. About Appfire A peoplefirst approach to business Since its inception, Appfire has been a remotefirst company. With 850+ employees (who we call fireflies) across 28 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally. Making an impact At Appfire, CSR means embedding purpose, responsibility, and impact into everything we do. We use our people, products, and partnerships to make a meaningful difference in the world, we act responsibly as a business, and we empower communities while strengthening our skills and culture and fostering belonging across Appfire. In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy. Appfire has since grown our Pledge 1% program to include all four pledge types product, profit, equity, and employee time. We were among the first to do this, and were proud that Pledge 1% is part of our evolution. Our business Appfire mission to equip and connect every team so they can plan and deliver their best work. We are committed to building a durable, multigenerational business, and to evolving, innovating, and scaling in a way that ensures stability and opportunity for years to come. Whats our secret sauce? We follow teams . We do our research and build software that solves reallife collaboration challenges while being easy to implement and a joy to use. Were proud to support over 20,000 customers and growing, including 55% of the Fortune 500. From the entertainment delivered by Netflix to the devices crafted by Samsung, and Dell Technologies and the financial transactions handled by Visa, Edward Jones, and US Bank, Appfires technology is indispensable. Our products also play a pivotal role in streamlining operations and fostering innovation at companies like Tesla and significant institutions such as NASA, Boeing, and many more. We enhance. Our software is designed to give developers, knowledge workers, and teams the ability to extend and get greater value from the platforms theyve invested in and enjoy. So far, our solutions extend and enhance the capabilities offered by Atlassian, Microsoft, monday.com, and Salesforce. We build bridges and invest in our partners. Appfire''s success is underscored by its channel program as its primary path to market. Today, Appfire has a dedicated Channel team supporting 800+ channel partners. We make security and privacy a priority, but we also keep it simple for our customers. Weve achieved International Organization for Standardization (ISO) 27001 and ISO 27017 and System and Organization Controls (SOC) SOC 2, Type I and SOC 2, Type II certifications. Our awardwinning Appfire Trust Center, offers our customers, partners, and prospects the latest security, privacy, and compliance information, including precompleted questionnaires (CAIQ, SIG, and VSA) with an accelerated NDA process and just one EULA to cover it all. Market recognition Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence and has been included among the Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments, which would not be possible without our team members, partners, and customers: Equal Employer Opportunity (EEO) Appfire is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic as defined by applicable law. Our commitment extends to all employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and termination. Apply for this role Join a dynamic team, make a meaningful impact, and embark on an exciting journey towards success. Dont wait any longer and take the first step towards your future career now! #J-18808-Ljbffr