Senior Customer Success Manager
Canada
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:
Are you a customer success manager who’s energized by working with engineering organizations, driving measurable outcomes, and balancing strategic relationships with scalable impact? Appfire is looking for a Senior Customer Success Manager (CSM) to join our team — someone who is commercially minded, data-driven, and passionate about delivering customer value at scale.
You’ll manage a portfolio of enterprise and mid-market customers in a hybrid model, blending high-touch engagement with scalable programs. You’ll focus on retention, expansion, and long-term customer success, while helping evolve how we deliver value across segments. If you thrive in fast-paced environments, enjoy solving complex customer challenges, and know how to turn insights into action then this is your role.
Customer Success Strategy & Account Ownership
- Own and manage a portfolio of enterprise and mid-market customers balancing high-touch and scaled engagement models
- Lead strategic discovery to uncover business objectives and define measurable success outcomes tied to ROI
- Build and execute success plans aligned to customer goals, ensuring ongoing value realization
- Establish and grow relationships with executive stakeholders, including CTOs, CIOs, and VP Engineering leaders
Retention, Growth & Commercial Ownership
- Own the full renewal lifecycle, including forecasting, risk management, and negotiation
- Identify and execute expansion opportunities through data insights, usage trends, and business alignment
- Drive net revenue retention by proactively managing churn risk and positioning growth opportunities
- Conduct value-based conversations that align Appfire solutions to evolving customer needs
Customer Advocacy & Engagement
- Act as a trusted advisor, guiding customers through adoption, optimization, and long-term success
- Lead executive business reviews (QBRs), success planning sessions, and ongoing strategic engagements
- Monitor customer health and product usage, proactively identifying risks and driving mitigation strategies
- Partner with customers during key milestones and transitions to ensure seamless experiences
Scaled Programs & Operational Excellence
- Build and optimize customer success processes, including playbooks, segmentation models, and lifecycle workflows
- Leverage automation and tools to increase efficiency while maintaining high-quality customer experiences
- Continuously improve operational processes to enhance scalability and impact
Cross-Functional Collaboration & Customer Advocacy
- Collaborate with Sales, Product, Support, and Marketing to deliver exceptional customer experiences
- Leverage Appfire’s partner ecosystem, working with channel partners to drive joint success and extend customer reach
- Advocate for customer needs by sharing insights and influencing product and business decisions
- Partner with internal teams to resolve escalations and ensure customer satisfaction
- Contribute to team knowledge sharing and best practice development
Data-Driven Execution & Insights
- Track and analyze key metrics, including customer health, product adoption, retention, and growth
- Use CRM and customer success tools (e.g., Salesforce, Gainsight) to inform strategy and forecasting
- Identify trends and insights to guide prioritization and continuous improvement
- Translate data into actionable recommendations that drive customer and business outcomes
Skills and experience you'll need to succeed:
- 5–8+ years of experience in Customer Success, Account Management, Consulting, or related SaaS roles SaaS, bonus exposure to channel sales
- Proven experience managing enterprise or strategic accounts, including ownership of renewals and expansion
- Strong track record of driving retention, upsell, and revenue growth within a defined book of business
- Experience working with technical products and engaging engineering stakeholders, with understanding of SDLC and development workflows
- Demonstrated success in value-based customer success, including discovery, ROI articulation, and success planning
- Ability to build and scale processes and programs that improve efficiency and customer outcomes
- Strong organizational and time management skills in fast-paced, complex environments
- Excellent communication skills and executive presence, with the ability to influence stakeholders at all levels
- Proficiency with CRM and customer success platforms (e.g., Salesforce, Gainsight) and data-driven decision making
- Proactive, resourceful mindset with strong ownership and accountability
- Bonus: Experience working with large enterprise customers in the Atlassian ecosystem or similar environments
Why You’ll Love Working Here – Canada
Equity & Ownership
All team members are eligible to participate in our Equity Units Plan, fostering a strong sense of ownership and connection to the company’s growth.
Learning & Development
Advance your career with Appfire University, our custom, on-demand learning platform designed to support continuous growth and skill development.
Paid Time Off
Enjoy 25 days of paid time off annually, with the flexibility to carry over up to 10 unused days into the following year. After 5 years of employment, PTO increases to 30 days per year. Canadian public holidays are also observed.
Health & Insurance
Comprehensive coverage is provided through Empire Health, including medical, dental, and vision plans. Additional benefits include life insurance, critical illness coverage, accidental death and dismemberment insurance, and long-term disability protection.
Wellness Support
Stay active with an annual sport allowance of CAD 600, which can be used toward fitness memberships, classes, or outdoor activities.
Giving Back
Contribute to your community with 3 fully paid volunteer days each year through Appfire Town, our Corporate Social Responsibility (CSR) program.
Flexible Work Environment
All roles are fully remote within Canada. For those who prefer an office setting from time to time, our Vittoria office is available.
#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: 805
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