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:

- Build & Scale: Work alongside the US leadership team to build an EMEA team and implement and improve scalable CS processes, tooling, and playbooks for delivering results and a consistent and high-impact customer experience.
- Lead & Coach: Independently 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 and doing the customer work.
- 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 as well as owning a small book of business.
- 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.
- 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 OKRs and KPIs, 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 and revenue management.
- 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 general 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 change fuels collective and individual growth.
- You excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite and through occasional in-person events.
- You have exceptional coaching, mentoring, and people development skills.

We offer:

- Equity Units Plan
- Paid Time Off (PTO)
- 25 days annual leave (Jan–Dec) + Spanish public holidays
- Carry over up to 10 unused days (use by Dec 31)
- Reduced summer hours
- Flexible bank holidays (swap one public holiday)
- Training & Personal Development
- Private Health Insurance (IMQ / Adeslas)
- Option to add family members at a discounted payroll-deducted rate
- Sick Leave Compensation
- Work From Home Stipend €50/month to support home office expenses.
- Sport Allowance €400 gross per year reimbursement for fitness or outdoor activities.

📌 Manager, Customer Success (Barcelona)
🏢 Talantir
📍 Barcelona