Manager, Customer Success - Spain
Spain
Full Time
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.
* 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 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 with 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 global 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 Eligible for company equity, fostering ownership and connection to Appfire’s growth.
* 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 Access to Appfire University — a custom, on-demand learning platform to support continuous development.
* Private Health Insurance (IMQ / Adeslas) Fully covered employee plan; Option to add family members at a discounted payroll-deducted rate
* Sick Leave Compensation Salary gap covered during sick leave per PTO policy so you can focus on recovery.
* 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) Fully paid days to support local communities through our CSR program.
* Remote-First with Optional Office Access (Bilbao) Work fully remote within Spain, with optional access to the Bilbao office.
#LI-Remote
About Appfire
A people-first approach to business
Since its inception, Appfire has been a remote-first company. With 850+ employees across 28 countries, we foster an environment where everyone is respected. We invest in team members by ensuring they grow professionally and personally.
Making an impact
At Appfire, CSR means embedding purpose, responsibility, and impact into everything we do. We use our people, products, and partnerships to make a meaningful difference in the world, we act responsibly as a business, and we empower communities while strengthening our skills and culture and fostering belonging across Appfire. In 2015, Appfire joined the Pledge 1% network of organizations committed to philanthropy.
Our business
Appfire mission to equip and connect every team so they can plan and deliver their best work. We are committed to building a durable, multi-generational business, and to evolving, innovating, and scaling in a way that ensures stability and opportunity for years to come
What’s our secret sauce?
* We follow teams. 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 Netflix to Samsung, Dell Technologies and the financial institutions etc.
* We enhance. Our software is designed to give developers, knowledge workers, and teams the ability to extend and get greater value from the platforms they’ve invested in and enjoy.
* We build bridges and invest in our partners. Appfire\'s channel program and 800+ channel partners.
* We make security and privacy a priority. We’ve achieved ISO and SOC certifications.
Market recognition
Appfire has been recognized for growth, culture, CSR, and product excellence. Learn more: https://appfire.com/awards.
Equal Employer Opportunity (EEO)
Appfire is an equal opportunity employer and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, etc.
Req ID: 792
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