<p>About the role</p> <p>Are you a digital customer success pro who's energized by solving challenges, improving processes, and helping engineering leaders thrive? Appfire is looking for an At-Scale Customer Success Manager (CSM) to join our Flow team - someone who is organized, data-driven, and passionate about scalable customer success. You'll support a portfolio of 130+ customers in a one-to-many model, focusing on operational efficiency, customer outcomes, and long-term retention. If you're a creative problem solver who thrives in fast-paced environments and loves finding new ways to drive impact - this is your role.</p> <p>Who You're Committed To Being</p> <ul> <li>Process-oriented and organized - You love bringing structure to complexity and are always looking for ways to optimize workflows. </li><li>Data-first decision maker - You use data to uncover insights, track progress, and guide your actions at every stage of the customer journey. </li><li>Energized by new challenges - You embrace ambiguity, tackle obstacles head-on, and see challenges as opportunities to innovate. </li><li>Positively relentless - You show up with a can-do attitude, even on tough days, and bring energy that motivates others. </li><li>Creative and resourceful - You think outside the box, test new ideas, and solve problems independently when needed. </li><li>Customer obsessed - You care deeply about helping customers reach their goals and proactively remove roadblocks in their experience. </li></ul> <p>Your everyday tasks will include:</p> <ul> <li>Manage a portfolio of ~130 Flow customers while you build out a scaled customer success model in a hybrid approach catering to customer needs and segmentation. </li><li>Design, optimize, and continuously improve customer engagement workflows and processes to drive adoption, value, and retention. </li><li>Host webinars and sessions and group QBRs tailored to customer segments </li><li>Monitor customer health, identify risks or growth signals, and create proactive strategies to address them using automation and data insights. </li><li>Organize and deliver one to few engagement moments - onboarding sessions, product updates, and office hours - with clear outcomes. </li><li>Build scalable documentation and playbooks that enhance consistency and operational efficiency. </li><li>Collaborate across CS, Product, and Marketing teams to close feedback loops and advocate for customer needs. </li><li>Track key metrics, analyze trends, and use findings to inform both daily priorities and long-term improvements. </li></ul> <p>Skills and experience you'll need to succeed:</p> <ul> <li>Proven experience managing scaled customer portfolios in SaaS, from small to midsize portfolio or other customer process-oriented roles. </li><li>Fluent in English (bonus points for additional languages!) </li><li>Bachelor's degree or equivalent professional experience </li><li>2-4+ years in Customer Success, Program Management, Process Improvement, or related roles in SaaS </li><li>Strong ability to build and improve systems and processes that enhance efficiency and customer experience. </li><li>Familiarity with developer tools, engineering workflows, or productivity platforms is a strong plus. </li><li>Experience supporting technical products or working closely with product/engineering teams </li><li>Competent in driving revenue and delivering towards retention and upsell goals. </li><li>Exceptional organizational skills - you're known for staying on top of details and bringing clarity to chaos. </li><li>Adept at identifying inefficiencies and implementing solutions that scale. </li><li>Creative thinking with a strong sense of ownership and independence. </li><li>Familiarity with Salesforce and marketing automation tools (e.g., HubSpot, Marketo) a plus </li><li>Comfortable with remote collaboration and operating in fast-paced, dynamic environments </li></ul> <p>Beyond the resume skills that match our culture and this role:</p> <ul> <li>You are dedicated to elevating client and co-worker experiences, knowing that exceptional work centers on serving others. </li><li>You adapt swiftly to new business demands, understanding that change fuels collective and individual growth. </li><li>You excel in communication, effectively connecting in remote/hybrid environments using tools like Slack, Zoom, and G Suite and through occasional in-person events. </li></ul> <p>We offer:</p> <p>Financial benefits</p> <ul> <li>Every Appfire employee is eligible for company equity. </li><li>401(k) Matching Component. </li></ul> <p>Skills development benefits</p> <ul> <li>Access to the Appfire University learning platform - a hub of knowledge, interactive resources, and engaging instructor-led courses designed to fuel your learning journey with unparalleled depth and accessibility. </li><li>Access to O'Reilly learning platform for technical skills training. </li></ul> <p>PTO, health & well-being</p> <ul> <li>10 paid holidays + Flexible PTO - no set number of days that you must take in a year. </li><li>100% company-paid health insurance. </li><li>50/50 split dental and vision insurance. </li></ul> <p>Volunteering</p> <ul> <li>24 hours of paid time off to participate in Appfire Town, Appfire's Corporate Social Responsibility (CSR) Program. </li></ul> <p>Other</p> <ul> <li>Flexible Spending Accounts. </li><li>Mobile phone and Internet stipend. </li></ul> <p>Disclaimer: The responsibilities outlined in this job posting are intended to provide a general overview of the role. Additional duties may be assigned as needed to meet the needs of the business.</p> <p>#LI-Remote</p>