Customer Success Manager - Remote

Overview

As a Customer Success Manager at Appfire, you will manage a portfolio of mid-sized enterprise customer relationships, focusing on driving long-term customer value through expansion, retention, and migration support.

In Short

• Manage a portfolio of mid-sized enterprise accounts.
• Drive long-term customer value through retention and expansion.
• Act as an advisor and advocate for customer satisfaction.
• Develop account plans to increase ARR.
• Collaborate with internal teams to solve customer challenges.
• Utilize CRM tools to manage accounts and track progress.
• Track key success metrics to ensure continuous improvement.
• Proactively engage with customers to mitigate churn risks.
• Guide customers through transitions, including migrations.
• Build relationships to become a strategic advisor.

Requirements

• 3-5 years experience in enterprise customer success or account management.
• Experience with mid-sized accounts focusing on customer satisfaction.
• Understanding of SaaS metrics like NRR and churn.
• Ability to manage complex customer relationships.
• Familiarity with product adoption and migrations.
• Proficient in CRM tools like Salesforce.
• Strong communication skills for collaboration.
• Bonus: experience with the Atlassian ecosystem.

Benefits

• Company equity for all employees.
• 401(k) matching component.
• Access to learning platforms for skill development.
• Flexible PTO and 100% company-paid health insurance.
• Paid time off for volunteering activities.
• Mobile phone and Internet stipend.