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. 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. Independently manage, mentor, and grow a team of CSMs who support our most strategic customers and work with our Channel teams. Customer Engagement: Support escalations, remove blockers, and maintain strong executive relationships to ensure customer satisfaction and success; 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. 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. 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. 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. 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 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. 25 days annual leave (Jan–Dec) + Spanish public holidays Reduced summer hours Adaptable bank holidays (swap one public holiday) Training & Personal Development Private Health Insurance (IMQ / Adeslas) Work From Home Stipend €50/month to support home office expenses. Remote-First with Optional Office Access (Bilbao) Since its inception, Appfire has been a remote-first company. We do our research and build software that solves real-life collaboration challenges while being easy to implement and a joy to use. We're proud to support over 20,000 customers and growing, including 55% of the Fortune 500. From the entertainment delivered by Netflix to the devices crafted by Samsung, Dell Technologies, and Visa, Edward Jones, and US Bank, Appfire's technology is indispensable. Appfire has been consistently recognized for company growth, culture, corporate social responsibility, and product excellence and has been included among the Deloitte Technology Fast 500, Inc. Our commitment extends to all employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and termination. #

📌 Manager Customer Success (España)
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📍 España