Senior Customer Success Manager
New
A
AppfireSaaS
Work fully remote within BulgariaFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- German, Spanish, French, Polish
- Experience
- 5+ years
- Required Skills
- Project ManagementSalesforceCRM
Requirements
- 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.
- Business fluency in at least one of the following is preferred: German, Spanish, French or Polish.
Responsibilities
- 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.
- 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.
- Leverage Appfire’s partner ecosystem, working with channel partners to drive joint success and extend customer reach.
- 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.
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