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.
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 general enterprise-level customer base.
You understand software companies: Familiarity with technical migrations (Cloud and version migrations)You agree that culture eats strategy: 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.
Equity Units PlanPaid Time Off (PTO)25 days annual leave (Jan–Dec) + Spanish public holidaysCarry over up to 10 unused days (use by Dec 31)Reduced summer hoursFlexible

📌 Manager Customer Success (Barcelona)
🏢 Talantir
📍 Barcelona