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 PlanEligible 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 DevelopmentAccess 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 CompensationSalary 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.

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: 📄 Indefinite Employment ContractPermanent contract from day one — no trial period, supporting long-term stability and trust. 💼 Equity Units PlanEligible for company equity, allowing you to share in Appfire’s success and growth. 🏖️ Paid Time Off & Well-being26 paid vacation days annually (regardless of tenure)🧘 12 Wellness Days (1 per month, ad-hoc, non-transferable)🤝 24 hours of paid volunteer time annually 📚 Training & Personal DevelopmentAccess to Appfire University — an on-demand learning platform with courses, resources, and guided learning paths. 🩺 Private Healthcare & Life InsuranceFully covered Luxmed private healthcare➕ Option to extend coverage for partner or upgrades🛡️ Life insurance fully paid by Appfire (UNUM) 🎟️ MyBenefit Platform150 PLN/month to use on Multisport card or experiences (shopping, dining, entertainment). 🏠 Home Office Allowance200 PLN net/month added to salary to support electricity and internet costs. 🍽️ Lunch Card (Pluxee)300 PLN/month for groceries or dining via virtual prepaid card (Google Pay / Apple Wallet). 🎁 Social Fund BenefitsAccess to additional financial support, including:• Holiday gifts• Annual vacation subsidies• One-time assistance in challenging life situations(based on household income thresholds) 🤝 3 Paid Volunteer Days (Appfire Town)Fully paid days to support local communities through our CSR program. 🏢 Remote-First with Optional Office Access (Warsaw & Gdańsk)Work fully remote within Poland, with optional access to offices in Warsaw and Gdańsk. #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.

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 PlanEligible for company equity, fostering ownership and connection to Appfire’s growth. 🏖️ Paid Time Off (PTO)25 paid days annually (regardless of tenure)🎉 After 5 years: 30 days per year 📚 Training & Personal DevelopmentAccess to Appfire University — a custom, on-demand learning platform to support continuous development. 🩺 Private Health Insurance (UNIQA)Fully covered private health insurance provided by Appfire Bulgaria. 🏃 Multisport CardFully covered access to hundreds of gyms, studios, and swimming pools across Bulgaria. 🚍 Sofia Transport CardFully paid Sofia City Transport Card for employees based in Sofia. 🎉 Team Building & CelebrationsRegular team-building events🎂 Birthday cake and anniversary gift for employees 🍽️ Food Vouchers (Pluxee)€102.26 monthly prepaid lunch card➕ Funds accumulate and roll over until card expiration 👶 Baby BonusOne-time net bonus of €511 upon the birth of a child. 🤝 3 Paid Volunteer Days (Appfire Town)Fully paid days to support local communities through our CSR program. 🏢 Remote-First with Optional Office Access (Sofia)Work fully remote within Bulgaria, with optional access to the Sofia 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.

Thinkific is a learning commerce platform that helps learning businesses turn knowledge into impact. By bringing together community, courses, and content with commerce, we power transformative learning experiences that help businesses grow their revenue—and reach millions of learners around the world. We’re a team of 300+ Thinkers building products that matter. Every role at Thinkific contributes to raising the bar for online learning, supporting learning businesses, and creating real-world impact. You’ll work alongside curious, collaborative teammates who care deeply about what they build and who they build it for. We’re committed to a fair, inclusive, and human hiring experience. Our team is here to guide you every step of the way, so you always know what to expect! Are you a leader who’s looking for your next opportunity to grow and develop an amazing team? Can you take a clear vision, empower your team, and turn it into something big? You know that the success of any company is tied to the customer experience and team engagement—and that’s where you come in. As a Manager, CSM (16-month contract), you will report directly to our Sr Director of Customer Success, and be responsible for leading the Strategic CSM team at Thinkific. In this role you will have three core areas of focus: - Team Leadership: You’ll run daily team operations, lead team meetings, and monitor and forecast on KPIs. You will also mentor your direct reports, and foster a culture of accountability, growth, and excellence. - Customer Success: You’ll ensure our highest value Plus customers achieve measurable outcomes with Thinkific. From joining key customer calls to handling escalations, you’ll use your relationship-building and problem-solving skills to strengthen partnerships, maximize satisfaction, and drive long-term retention. - Business Impact: You’ll play a key role in driving revenue growth for Thinkific by designing and implementing strategies to increase renewal rates and drive expansion across your portfolio. This will require working closely with all Customer Experience leaders, and cross-functionally with a number of different teams, including: Sales, Product, Marketing, and Revenue Operations. Job Duties: - Lead and develop a group of Customer Success Managers who manage our highest-value clients. This includes leading regular call coaching sessions. - Run day-to-day team operations, including weekly meetings, renewal/expansion forecasting, and strategic planning. - Identify operational inefficiencies and create effective, repeatable processes to reduce them. - Build relationships with our customers, and take the lead in resolving complex customer challenges (in partnership with other teams within Customer Experience and across Thinkific, such as Sales, Support, Product) - Act as the Voice of the Customer for the Plus Product roadmap, impacting the direction and deliverables - Work closely with our Sr. Director of Customer Success to develop and execute on a long-term growth strategy, and develop meaningful ways for CSMs to add value along the customer journey - Achieve and maintain strong KPIs among the team, including: renewal rate, expansion ARR, and NRR. You will also work closely with our Commerce team to drive the adoption of Thinkific Payments and grow GMV. The person we have in mind likely: - Has 4+ years of experience managing customer accounts and at least 3 years of experience managing individual contributors and leaders (Enterprise SaaS experience is highly desired) - Has a successful track record of managing a book of accounts with low churn, high net revenue retention, and high customer satisfaction - Demonstrates excellent team building, leadership, and 1-on-1 coaching skills - Possess strong project management, problem-solving, and change management skills - Is fanatical about Customer Success can understand customer needs and challenges - Rarely miss a task or follow-up by putting your organization skills and strong attention to detail to use - Perform well under pressure and can handle emergency situations on the fly - Loves to learn and grow, and knows how to give and receive radically candid feedback We’re committed to fair and transparent pay that reflects both where you are and where you can grow to. This role has a salary range base of $105,000 - $130,500 - $155,000 designed to capture the full journey from developing skills to excelling in the position. Most new hires start between the minimum and midpoint, which aligns with being fully capable in the role. Salaries above the midpoint are typically reserved for team members who have demonstrated strong, consistent performance, deep expertise, and a significant positive impact within the role. For high-demand or hard-to-fill positions like this one, we may hire above midpoint for candidates who bring exceptional experience, skills, or impact potential. Diversity, Equity, Inclusion and Belonging & Accessibility This is just our initial idea of who we’re looking for! At Thinkific, we know that people have unique career journeys. If your experience is close to what we’ve described but you feel that you might be missing a few of the requirements, please still apply! We believe in equal opportunity and are committed to diversity, equity, inclusion, and belonging across every facet of our business. We’re also committed to providing a comfortable and accessible interview experience for every candidate. If there are any accommodations our team can make throughout our hiring process (big or small), please let us know. What you can expect if you join Thinkific: 👏 An amazing team of talented, passionate, and kind Thinkers. Together, we’ve built an amazing, award-winning culture—we’re a Certified Great Place to Work and one of Canada’s Most Admired Corporate Cultures by Waterstone! 🚀 The chance to build, improve, and innovate on a platform that’s driving positive impact for thousands of businesses and millions of students around the world. 💸 A competitive compensation package including base salary, equity, team-wide bonuses, and an Employee Share Purchase Plan. 🌴Flexible Paid Time Off to maintain mental and physical health. Our team is encouraged to take a minimum 4 weeks of vacation, plus Thinker Holidays (extended long weekends in the summer) and time off for the December holiday season. 🩺 Health Benefits and Wellness: Comprehensive benefits starting on Day 1 include health, vision, and dental coverage for you and your family, $3,000 for mental health care, a short-term health plan, and an additional $900/year health or personal spending account. Plus, family friendly benefits include generous parental leave top-ups for up to 32 weeks, as well as fertility coverage and personalized return to work options. 🤝 3 Paid Volunteer Days each year to give back to your community and support the causes you care about. 💻 Flexible Work. Choose to work from home from anywhere in Canada, at our Vancouver HQ, a co-working space, or anywhere there’s wifi for a change of scenery. ⬆️ Learning & Growth. An annual $2,000 CAD Learn and Grow fund for conferences, seminars, or courses, plus training, mentorship, coaching, and internal promotion opportunities. 🏡 A home office setup so you’re ready to succeed with a company-owned Macbook Pro and a budget to order a desk, chair, or any accessories to help you work comfortably and productively. 💙 A place where you can bring your whole self to work. We know that different perspectives lead to amazing ideas, more innovation, and, ultimately, our success as a company. We welcome applicants of all backgrounds, experiences, beliefs, identities, and statuses. Whoever you are—we can’t wait to meet you! The Thinkific Vancouver office operates on the traditional, ancestral, and unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh) Nations of the Coast Salish People. We encourage everyone to learn more about the original caretakers of the land that you currently occupy.