Manager, Customer Success - Spain

Talantir; Barcelona; Remote; EUR 90.000 - 130.000; Vollzeit

Benefits dieser Stelle

Equity units plan

PTO

25 days annual leave + holidays

Remote-first with Bilbao option

Home office stipend €50/month

Sport allowance €400/year

Volunteer days

Private health insurance

Zusammenfassung

Appfire, a remote-first software company, is seeking a Manager of Customer Success to lead an enterprise CS team across the EMEA region. You will coach CSMs, build scalable processes, and partner with Channel teams to deliver measurable customer outcomes and revenue growth.

You will foster a culture of coaching, collaboration, and continuous improvement, guiding the organization through migrations, complex engagements, and cross-functional initiatives in a fast-paced environment.

Qualifikationen

• Proven experience building and scaling a Customer Success org in a high-growth SaaS environment.
• Experience working with/through a partner/channel ecosystem is a major plus.
• Strong data-driven decision-making and KPI monitoring.

Aufgaben

• Build & scale an EMEA CS team and scalable processes, tooling, and playbooks.
• Lead, mentor, and grow a team of CSMs supporting strategic customers and channel partners.
• Drive adoption, retention, and expansion; own a small book of business.
• Manage escalations and maintain executive relationships to ensure customer success.

Kenntnisse

CS leadership

Channel partnerships

Enterprise SaaS

Data-driven

Coaching

Cross-functional

Jobbeschreibung

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
• 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
• Private Health Insurance (IMQ / Adeslas)
• Option to add family members at a discounted payroll-deducted rate
• Sick Leave Compensation
• 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)
• Remote-First with Optional Office Access (Bilbao)

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.

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, Dell Technologies, and 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 NASA, Boeing, and many more.

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.

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.