Manager, Customer Success - Spain

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.

 

 

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