Manager, Customer Success (Channel & Enterprise)

About the role

Appfire is seeking a Customer-Obsessed Manager of Customer Success to lead a team of high-performing CSMs focused on our most strategic enterprise accounts. This is a hands-on leadership role for someone who loves talking to customers , thrives in a partner-led ecosystem , and is energized by building processes from the ground up . You'll coach your team, create scalable playbooks, and work cross-functionally to ensure every customer gets value, fast and keeps growing with us - all while keeping things efficient, proactive, and human. Your everyday tasks will include: Lead & Coach: Manage, mentor, and grow a team of CSMs who support our most strategic customers and work with our Channel teams. You'll be in the trenches with them, leading by example. Drive Customer & Revenue Outcomes: Ensure CSMs are executing success strategies, co-creating plans with customers and channel partners, and driving measurable results in app adoption, retention, and expansion. Customer Engagement: Support escalations, remove blockers, and maintain strong executive relationships to ensure customer satisfaction and success; ensuring our solutions meet their complex needs and deliver tangible value. Build & Scale: Implement and improve scalable CS processes, tooling, and playbooks for delivering a consistent and high-impact customer experience. Cross-Functional Collaboration: Work closely with Channel, Product, and Marketing teams to bring a unified approach to customer success and expansion. Data-Driven Thinking: Monitor team KPIs and customer health metrics (NRR, adoption, risk signals) to inform team actions and strategies. Continuous Improvement: Foster a culture of continuous improvement, ensuring that the Customer Success team stays ahead of industry best practices and evolving customer expectations. Team Operations: Help forecast team capacity, track performance, and contribute to team hiring and onboarding as we scale. Skills and experience you'll need to succeed: You have extensive experience working with/through Channel: Experience working within the Atlassian ecosystem (or similar), especially with and through a partner/channel ecosystem, is a major plus. You love customers. You build relationships quickly and know how to navigate complex orgs with empathy, insight, and confidence. You have been a CSM manager : Proven experience building and scaling a Customer Success organization from the ground up in a high-growth SaaS environment. You love to build processes and playbooks: Demonstrated ability to develop and execute a Customer Success playbook that drives business outcomes, including retention, expansion, and customer satisfaction while working with channel partners. Data is your friend: Data-driven mindset, with a strong ability to leverage analytics to inform decisions and optimize processes. Working with others IS the way you work: Extensive experience partnering cross-functionally to align with Channel, Product, and Marketing teams on company initiatives and to drive a cohesive customer strategy. You love mentoring: Experience managing and mentoring a Customer Success team, including a global enterprise-level customer base. You understand software companies: Familiarity with technical migrations (Cloud and version migrations) You agree that culture eats strategy: A natural coach who enjoys developing others and building team culture Beyond the resume skills that match our culture and this role: You are dedicated to elevating client and co-worker experiences , knowing that exceptional work centers on serving others. You adapt swiftly to new business demands , understanding that

Additional Information

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. That's 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 you're most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remote-first company, we've 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 well-being. 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 you're 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.

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