Job Title

Customer Success Manager - Canada Canada Full Time About the role: As a 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 Appfires 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 Sr. 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 youll 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 Appfires product ecosystem. Lead value-driven migration and expansion conversations, proactively identifying cross-sell and upsell opportunities across Appfires suite of solutions. Engage at executive and stakeholder levels , influencing decision-makers and securing long-term 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 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 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. 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. Benefits: Equity Units Plan Eligible for company equity, fostering ownership and connection to Appfires growth. Training & Personal Development Access to Appfire University a custom, on-demand 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. Remote-First with Optional Office Access (Vittoria) Work fully remote within Canada, with optional access to the Vittoria office if preferred. #LI-Remote About Appfire A people-first approach to business Since its inception, Appfire has been a remote-first 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. We were among the first to join the Pledge 1% network. Our Pledge 1% program includes product, profit, equity, and employee time. 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, multi-generational 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 real-life 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 Netflix to Samsung, Dell Technologies, Visa, Edward Jones, US Bank, Tesla, NASA, Boeing, and more, Appfires technology is indispensable. 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. Our solutions extend and enhance Atlassian, Microsoft, monday.com, and Salesforce. We build bridges and invest in our partners. Appfires channel program is a primary path to market with 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 ISO 27001 and ISO 27017 and SOC 2, Type I and II certifications. Our Appfire Trust Center provides security, privacy, and compliance information, including pre-completed questionnaires with an accelerated NDA process and unified EULA. Market recognition Appfire has been recognized for growth, culture, CSR, and product excellence. We are included in Deloitte Technology Fast 500, Inc. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more at our awards page. 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. Req ID: 790 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