Manager, Customer Success - Bulgaria
appfire • Bulgaria
Posted: March 5, 2026
Job Description
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 paid days annually (regardless of tenure)
🎉 After 5 years: 30 days per year
📚 Training & Personal Development
Access 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 Card
Fully covered access to hundreds of gyms, studios, and swimming pools across Bulgaria.
🚍 Sofia Transport Card
Fully paid Sofia City Transport Card for employees based in Sofia.
🎉 Team Building & Celebrations
Regular 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 Bonus
One-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
Additional Content
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 paid days annually (regardless of tenure)
🎉 After 5 years: 30 days per year
📚 Training & Personal Development
Access 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 Card
Fully covered access to hundreds of gyms, studios, and swimming pools across Bulgaria.
🚍 Sofia Transport Card
Fully paid Sofia City Transport Card for employees based in Sofia.
🎉 Team Building & Celebrations
Regular 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 Bonus
One-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