Manager, Customer Success - Spain
Spain
Full Time
At Appfire, we believe that great work happens when people get to choose how they work. After 20 years of creating software that empowers teams to break silos and collaborate seamlessly, we've learned that one size does not fit all. That’s why at Appfire, you choose.
Choose to work where you thrive: Whether from home, in one of our offices, or while exploring the world, you decide where you’re most productive. From hardware and software to access to two decades of collective wisdom on working effectively in a remote-first company, we’ve got you covered.
Choose to balance your life without compromise: Plan your workday around your needs and what matters most to you. Enjoy flexible time off without the hassle of complicated approvals. From day one, we trust you to deliver quality work without sacrificing your personal life, hobbies, loved ones, and well-being.
Choose to grow on your terms: Take charge of your professional growth with access to online learning platforms, facilitated training, leadership programs, and internal hackathons. Collaborate with a global team to gain fresh perspectives. When you're ready for a new challenge, our internal mobility program is here to support your journey.
No one knows you better than you do. So join us and customize your experience. Choose how you want to work. Choose Appfire.
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 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 (who we call fireflies) 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. Appfire has since grown our Pledge 1% program to include all four pledge types — product, profit, equity, and employee time. We were among the first to do this, and we’re proud that Pledge 1% is part of our evolution.
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 the entertainment delivered by Netflix to the devices crafted by Samsung, and Dell Technologies and the financial transactions handled by Visa, Edward Jones, and US Bank, Appfire’s technology is indispensable. Our products also play a pivotal role in streamlining operations and fostering innovation at companies like Tesla and significant institutions such as NASA, Boeing, and many more.
- 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. So far, our solutions extend and enhance the capabilities offered by Atlassian, Microsoft, monday.com, and Salesforce.
- We build bridges and invest in our partners. Appfire's success is underscored by its channel program as its primary path to market. Today, Appfire has a dedicated Channel team supporting 800+ channel partners.
- We make security and privacy a priority, but we also keep it simple for our customers. We’ve achieved International Organization for Standardization (ISO) 27001 and ISO 27017 and System and Organization Controls (SOC) SOC 2, Type I and SOC 2, Type II certifications. Our award-winning Appfire Trust Center, offers our customers, partners, and prospects the latest security, privacy, and compliance information, including pre-completed questionnaires (CAIQ, SIG, and VSA) with an accelerated NDA process and just one EULA to cover it all.
Market recognition
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. Best Workplaces, BuiltIn Best Places to Work, and Inc. 5000. Learn more about our accomplishments, which would not be possible without our team members, partners, and customers: https://appfire.com/awards.
Equal Employer Opportunity (EEO)
Appfire is an equal opportunity employer and does not discriminate based on race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, veteran status, or any other protected characteristic as defined by applicable law. Our commitment extends to all employment practices, including recruitment, hiring, training, promotion, compensation, benefits, and termination.
Req ID: 792
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