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 integral 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.
* 3 Paid Volunteer Days (Appfire Town)
* Remote-First with Optional Office Access (Bilbao) 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 foste

📌 Manager, Customer Success (España)
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